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  • Founder of the Jamaica Customer Service Association (JaCSA), Ilsa DuVerney, is underscoring the importance of customer service as a contributor to nation development.
  • Ms. DuVerney was speaking at the media launch of National Customer Service Week (NCSW) at the Jamaica Pegasus Hotel in New Kingston on September 18.
  • The JaCSA Founder said observance of the week, from October 4 to 10, will bring focus to the transformation that quality customer service can bring to the nation.

Founder of the Jamaica Customer Service Association (JaCSA), Ilsa DuVerney, is underscoring the importance of customer service as a contributor to nation development.

“It is that tool that is going to differentiate us and assist the country as a whole to raise service standards so that we can take this globe by force,” she said.

Ms. DuVerney was speaking at the media launch of National Customer Service Week (NCSW) at the Jamaica Pegasus Hotel in New Kingston on September 18.

The JaCSA Founder said observance of the week, from October 4 to 10, will bring focus to the transformation that quality customer service can bring to the nation.

She noted that businesses are placing increased focus on customer service in order to improve client/business relations.

Acknowledging that there is room for improvement in customer service delivery locally, particularly in the service industries, she said the necessary changes can be achieved.

“I see customer service being successful in Jamaica. I see us improving and moving from strength to strength. However, it (takes) continuous improvement,” Ms. DuVerney noted.

For her part, Chairman of JaCSA, Dr. Lanie Oakley-Williams, said that customer service impacts every element of business including culture, strategy and profit.

“It is very important to establish some competitive advantage and one of them is customer service. If you get the customers to want to come back then you are way ahead of the game.  The customer service experience makes the difference between a company that grows and one that quickly dissolves,” she noted.

The week of activities will begin with a church service at the Sts. Peter and Paul Church on Old Hope Road and includes the staging of the JaCSA’s annual conference from October 6 to 7.

Activities culminate with the Public Sector Customer Service Awards, where Prime Minister, the Most Hon. Portia Simpson Miller, is expected to deliver the main address.

During the media launch, Digicel Jamaica Limited and Credit Union Fund Management Co. Limited, were branded NCSW Ambassadors, having recently copped the Private Sector Organization of Jamaica (PSOJ) and JaCSA Customer Excellence Awards.