JIS News

Story Highlights

  • More than 150 workers in the public and private sectors have benefited from training to enhance their service delivery.
  • The customer service training was conducted by the Jamaica Customer Service Association (JaCSA) at its Customer Service Conference from October 6-7.
  • The 13th staging of the JaCSA conference was held at the Jamaica Pegasus Hotel in New Kingston under the theme: ‘Engaging Our Workforce, Building Jamaica’. The two-day event was part of the organisation’s observance of Customer Service Week from October 4-9.

More than 150 workers in the public and private sectors have benefited from training to enhance their service delivery.

The customer service training was conducted by the Jamaica Customer Service Association (JaCSA) at its Customer Service Conference from October 6-7.

The 13th staging of the JaCSA conference was held at the Jamaica Pegasus Hotel in New Kingston under the theme: ‘Engaging Our Workforce, Building Jamaica’. The two-day event was part of the organisation’s observance of Customer Service Week from October 4-9.

Speaking with JIS News, Deputy Chairman of the JaCSA, Richard Rowe, said through workshop sessions, the conference participants were exposed to the training and information needed to improve their awareness and understanding of customer service.

Also included were leadership talks, and breakaway and evaluation sessions.

“So, when they return to their respective organisations they should be able to write reports, implement and share the information, that is transfer the knowledge they gained,” he noted.

Mr. Rowe informed that JaCSA has done a lot of work in customer service training through its internationally certified programmes.

“We started out of the desire to raise service standards nationally and will continue on this path this year and years to come,” he noted.

“We believe that an engaged and satisfied employee will deliver exceptional (customer) service,” he added.

Mr. Rowe informed that the Government of Jamaica has been very supportive of the work of the JaCSA, noting that the Cabinet Office partnered with the association last year in the first media launch of Customer Service Week.

He said the JaCSA will be collaborating with the Cabinet Office this year in the staging of the Public Sector Customer Service Competition (PSCSC) awards ceremony, which is scheduled to take place on Friday (October 9).

“We look forward to continue working with the Government,” he said.

Keynote speaker for day one of the conference was Caribbean Commercial Manager, Virgin Atlantic Airways, and Sales Coach, Andre Bello, who addressed the topic: ‘Your Loyalty Army: Harnessing the Power of Your Loving Customers’.

On day two, Minister without Portfolio in the Ministry of Finance and the Public Service, Hon. Horace Dalley, discussed engaging the workforce to improve commercial performance and the country’s competitiveness and sustainable development.

Other speakers and facilitators included founder of JaCSA, Ilsa H. duVerney, who led a session on ‘Empowerment: From Paper to Practice’; and Vice President, Government Affairs at Scotiabank Jamaica, Dr. Wayne Henry, who looked at, ‘Lessons in Service Transformation’.