About

Jamaica Customer Service Association

JaCSA

JaCSA’s Vision

JaCSA

A premier Association that transforms individuals and organisations into world-class service providers while raising service standards nationally and delighting customers beyond expectations.

  • Premier Association
    The leading organisation of change which uses service excellence as a transformational tool.
  • Transforms individuals and organisations
    The focus on a high level of human capital development will lead to the development of vibrant and sustainable organisations and the economy.
  • World-class service provider
    Service Providers who uses 21st Century methods and technology to achieve efficiency, effectiveness and best-in-class global status.
  • Raising service standards nationally
    The attainment of an evolved culture of service excellence throughout the society will become the driver of growth, the enabler of economic prosperity and the platform for achieving social engineering and transformation.
  • Delighting customers beyond expectations
    To deliver the wow factor to customers consistently and convincingly everytime!

JaCSA’s Mission

JaCSA

To promote the development and awareness of customer service excellence through research, education, training and networking.

Strategic Priorities:

  • To support, develop and work directly with our member organisations, private sector, educational institutions and the government to foster improved understanding of the role and need for service excellence in the process of national development.
  • To establish and nurture the highest standards of performance and ethic among professionals in the customer service field and all citizens of Jamaica.
  • To facilitate interaction among service practitioners and professionals.
  • To encourage research, analysis and feedback on customer service matters.

History of Organization:   JaCSA Responds to Jamaica’s Situation

While Agriculture (6.4%) and Industry (29.1%) are important contributing sectors of the economy, the Service Sector has assumed considerable significance, accounting for 64.5% of GDP.
[Source – Central Intelligence Agency World Fact Book 2012 Estimate]

Service Excellence seeks to bring together what is best in the Jamaican character and values and make these the bedrock for improving our service to each other, build strong caring communities, strong profitable businesses, and a strong economy.

The society is bedevilled with unacceptably high levels of crime and violence undergirded by generally crude behaviour and poor service delivery. There is a need for a more genteel, disciplined and caring society.

Jamaica has considerable human resources which have demonstrated a remarkable resilience, intuitiveness, innovation, talent and resourcefulness. Undoubtedly these can be used to transition the country to a position of paradigm agility and competitive advantage.

Our country’s economic survival in the global market place, improving national productivity and enhancing the quality of life for all Jamaicans rely on Service Excellence.

Service Excellence seeks to bring together what is best in the Jamaican character and values and make these the bedrock for improving our service to each other, build strong caring communities, strong profitable businesses, and a strong economy.

In order to perform effectively in the provision of such services JaCSA should draw upon the nation’s collective strengths and expertise to mobilize an appropriate vehicle –RISE Jamaica.

To assist the process, JaCSA will:

  • Launch and Operationalize a National Customer Service Campaign for Jamaica;
  • Work with private and public sector organisations, institutions and individuals to celebrate National Customer Service Week while raising awareness about Service Excellence;
  • Continue to create and develop relevant custom-designed transformational service excellence products (including the PSOJ/JaCSA Service Excellence Award, conferences and workshops;
  • Build on its operational strength by developing an innovative, efficient and sustainable membership organisation to support a 21st Century Service Excellence movement.

JaCSA Celebrates over a Decade of Service to our Nation

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.

Our certification programme ‘Through the Customer’s Eyes – The Caribbean Perspective’ has been developed through collaboration with the International Customer Service Association joined with Rockhurst University Continuing Education Centre – National Seminars Group. The first international certification graduation ceremony was held in 2007 and we have hosted eight (8) graduation ceremonies to date with over 380 open market participants and 240 within organisations such as NHT, HEART Trust NTA, UDC and BCIC. These participants are now internationally certified through the Association.

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.

Board Directors

Nsombi Jaja (Dr.)

Nsombi Jaja (Dr.)

Chairman/Director- Private Sector Service Excellence Awards (PSEA)
Richard Rowe

Richard Rowe

Deputy Chairman/ National Customer Service Week (NCSW)/ Secretariat Director
Pamela Richards-Green

Pamela Richards-Green

Honorary Treasurer
Dr. Lanie Oakley-Williams

Dr. Lanie Oakley-Williams

Director - Strategy & Regional Chapters
Marie Matthews

Marie Matthews

Director-Sponsorship/Fundraising
Donnetta Russell

Donnetta Russell

Director- Research and publication
Sharon Williams

Sharon Williams

Director - Finance
Claudine Allen

Claudine Allen

Director – Quality Assurance/ Standards
Yanique Grant

Yanique Grant

Director-Membership
Sandra Bodden-Reid

Sandra Bodden-Reid

Honorary Secretary
Ilsa duVerney

Ilsa duVerney

Founder/Ex-Officio/Secretariat Director
Sheraley Bridgeman

Sheraley Bridgeman

Conference & Fundraising

Executive Officers

Avory Crooks

Avory Crooks

Customer Service Song Competition Coordinator
Erika Heslop-Martin

Erika Heslop-Martin

PR & Communication
Tausa Swaby

Tausa Swaby

Professional Development
Georgette A. Thompson

Georgette A. Thompson

Research & Publication
Shinel Plummer

Shinel Plummer

Co-Chair NCSW & Conference
Ixes-Roy Thomas

Ixes-Roy Thomas

Private Sector Service Excellence Awards Coordinator

Strategic Partners

Private Sector Organization of Jamaica (PSOJ)

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