The Jamaica Customer Service Association was established in December 2001 as the Customer Service Association of Jamaica. It grew out of the spontaneous recognition of the need for such an organization expressed during a workshop organized for the National Housing Development Corporation by Productivity Plus Limited – human resource development consultants. The name was later changed to the Jamaica Customer Service Association (JaCSA).
A strategic partner of the International Customer Service Association, JaCSA has forged strategic alliances with world leaders in the field, combining local and foreign expertise to address critical customer service issues.
The association has successfully hosted twelve (12) Service Excellence conferences each year with hundreds of participants and a host of international speakers, speakers from the public sector and leading customer service organizations sharing in this unforgettable learning experience. Similarly, JaCSA has hosted annual Customer Satisfaction Workshops and a number of CEO forums and consultations.
Former Governor General Professor Kenneth Hall declared the first full week of October annually as national Customer Service Week. In endorsing the week in 2008, the Governor General encouraged all citizens of Jamaica to join the Jamaica Customer Service Association (JaCSA) in recognition of and thanksgiving for customers and service providers of this country, the services provided and the invaluable contribution which service providers make to the quality of life of our nation. This historic event was timely, coinciding with the observance of International Customer Service Week and the national celebration of our athletes who participated in the 29th Olympiad in Beijing, China.
JaCSA has been collaborating with the PSOJ through the continued implementation of the PSOJ/JaCSA Service Excellence Awards which is intended to lift the service bar and showcase stellar Customer Service locally. Congratulations to National Commercial Bank, the recipient of this prestigious inaugural award in 2012. The 2013 recipients were Scotiabank and GasPro, followed by Sagicor and Jamaica International Insurance Company in 2014 and the 2015 recipients – Digicel and Credit Union Fund Management Company. The Association has also commenced Operation Transform which is a strategic alliance aimed at transforming organisations to centres of service excellence. Scotiabank has been the first institution enrolled in this programme.
The Association has a membership of more than 300 professionals and students and over 50 corporate organizations that benefit from orientation, training, coaching, counselling and guidance in customer service priorities. JaCSA has now established 2 Chapters outside of the Corporate Area in Montego Bay, St. James and Mandeville, Manchester.