KINGSTON — President of the Jamaica Chamber of Commerce (JCC), Milton Samuda, has underscored the importance of quality customer service in helping businesses gain and retain a loyal customer base.
He was speaking at the 10th Anniversary Conference of the Jamaica Customer Service Association (JaCSA) held on Wednesday (November 23), at the Wyndham Kingston hotel.
Mr. Samuda said that while companies can price their goods and services competitively in order to remain buoyant, “one of the key determinants of success is the quality of service delivery.”
“In a situation where there is choice, the consumer will transact business with the firm that gives him or her more customer-friendly experience, even if it is a little further away and the little more expensive,” he pointed out.
He noted that even monopolies place focus on customer service “so that their demise is not hurried by a rebellious public.”
Mr. Samuda stated that “there are a growing number of public sector entities where we are seeing such positive re-orientations are taking place, where enlightening chief executives and managers are working hard at stripping down and rebuilding the culture of their organisation into true customer-focused centres.”
Citing the case of the Registrar General Department (RGD, he stated that the agency, once considered unfriendly and inefficient, can today be justifiably considered, by any objective criteria, to be one of the most effective and client-friendly organisations within the entire public sector.
He said that the RGD experience “provides a vital lesson to be learnt, and reason to be optimistic that if such a transformation could take place, there is no entity in the public sector that cannot be similarly transformed”.
By Garfield Angus, JIS Reporter