Dr. Jaja Calls for Shift Towards Service Excellence

Chairman of the Jamaica Customer Service Association (JaCSA), Dr. Nsombi Jaja, is calling for a shift towards service excellence locally.

She said that quality customer service is a critical component, which impacts every element of business.

“Let us… create a tectonic shift in our mindset, attitudes and in our focus on customer service and service excellence. We have the power; let’s use the power to transform the landscape of service excellence in this country. Let us work together and support the initiatives that will move the needle in the right direction,” she added.

Dr. Jaja was speaking at the media launch of National Customer Service Week (NCSW) and the Service Excellence Conference at The Jamaica Pegasus hotel in New Kingston on Tuesday (September 4).

The week will be observed from September 30 to October 6 under the theme ‘Be the Magic: The Making of Memorable Customer Experiences’ and will bring focus to the transformation that quality customer service can bring to the nation.

The JaCSA Chairman urged that the week be used to shine the spotlight on the thousands of people who are delivering service excellence every day.

“There is a principle of life that says ‘pay attention to what you want more of’, so if you want bad customer service, continue to showcase those, and if you want great customer service, showcase those because every day there is excellent customer service,” she said.

Deputy Chairman, JaCSA, Richard Rowe, in his address, encouraged organisations, during NCSW, to raise awareness about the importance of customer service, boost morale and teamwork, and acknowledge and reward the work of staff.

The week of activities will begin with a church service at the Webster Memorial Church on Half-Way Tree Road and includes workshops, school tours and competitions.

The highlight of the week will be the Service Excellence Conference at The Jamaica Pegasus hotel on September 24 and 25, which will include presentations from Minister of Finance and the Public Service, Dr. the Hon. Nigel Clarke; and international customer experience coach John Formica.

During the media launch, Victoria Mutual Building Society (VMBS), Massy Gas Products Limited, and Sarifa Insurance Brokers Limited were branded 2018 NCSW Ambassadors, having recently copped the Private Sector Organisation of Jamaica (PSOJ) and JaCSA Service Excellence Awards.

The Jamaica Customer Service Song Competition organised by the Jamaica Cultural Development Commission (JCDC) was also launched.

The competition is open to primary and secondary school students. The winner will receive an $80,000 cash prize, trophies, among other things, and will be announced during the conference opening.

For more information, contact JaCSA at 876-978-8668 or jacsassociation@cwjamaica.com.