Testimonials

"The Coaching and Mentoring workshop conducted by CSAJ was extremely beneficial to our Leadership team. The role plays really demonstrated that the team had grasped and understood the concepts and could apply same in simulation exercises, hence, confirming that transfer of learning had taken place. The participants had high praise for CSAJ's practical knowledge, application and presentation style. They gave positive feedback about the knowledge and skills learned and how experienced the trainer appear to be which was demonstrable in his presentation of the content.

We are really excited about the expected improved outcomes in the area of Coaching and mentoring and hence greater productivity of our team members as these skills are employed on the job. This was a tremendous investment in our Human Capital." (2011)

Maria Morrison
Director, Human Capital & Organizational Development
GSB Credit Union
Kingston, Jamaica

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"Customer Service Academy of Jamaica has excellent trainers of customer service principles and techniques. The trainers who came into our hospital to set up the Quality Advantage Program did a superb job. They led us through the various stages of development and implementation from conducting situational analysis, defining customer service goals and objectives, visioning, values and philosophy, development of performance standards, and the training of the staff. The sustainability of the Nuttall Quality Advantage Program is assured by CSAJ's training of our in-house trainers who have become the champions of customer service in the hospitals and have assumed responsibility for the program's success." (2003)

Bill Poinsett
Administrator/CEO
Nuttall Memorial Hospital
Kingston, Jamaica

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"We have tried numerous customer service programs in the subsidiaries of the retail and trading division of our company. They worked with varying degrees of success. However, when we approached Customer Service Academy of Jamaica Ltd, to provide us with a customer service program, they presented us with a new approach. This approach was systemic and it mandated involvement of senior management, middle managers, supervisors, and line staff. The results were remarkable! The Quality Advantage Program provides a methodology to improve standards that can measure the effectiveness of how well we deliver the services we provide. Moreover it becomes a philosophy by which all staff members are indoctrinated into a customer service focused orientation." (2004)

Mark Hosang
Senior Executive
Retail Trading Division,
Grace, Kennedy and Co. Ltd,
Kingston, Jamaica

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"Globalization has forced many organizations, Lee's Fifth Avenue being no exception, to re-think its market position. Now, more than ever we are cognizant that customers want more than just goods and services. They want the added value, which comes from quality customer care. Lee's Fifth Avenue is a household name known for its exceptional customer care and top quality merchandise.

Through the Quality Advantage Training offered by Customer Service Academy of Jamaica, we have been able to benchmark best practices of both local and international organizations. This has empowered employees to be more dynamic and proactive in resolving customer issues and offering quality service that exceeds customer expectations.

The benefits gained from the Quality Advantage Program are not only monetary, but it has resulted in further enhancing our brand image and raising the esteem of the staff, who are now better able to augment customer relations. " (2004)

Lorraine Dover
Branch Manager
and Training Coordinator,
Lee's Fifth Avenue Shoes,
Kingston, Jamaica

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"The Quality Advantage training has been very effective. The staff of Grace Foods & Services are better able to recognize customer's needs and expectations in order to exceed them wherever possible. The training also emphasizes the importance of adhering to standards and policies, while at the same time employing a courteous approach; this directly impacts the image of the company.

The Quality Advantage is quite enlightening, and definitely the way forward for any business and/or organization. The program has opened our eyes to being more focused on customer service, and the benefit it has for the company and its staff members. Quality Advantage has helped our employees to take on more of a leadership persona and to look more intently at the overall company objectives."  (2004)

Michael Ranglin
General Manager
Grace Foods & Services Co.

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"Through the guiding principles obtained from the Quality Advantage Programme, we have become much more adept at developing and catering to our customers' needs. It encourages forward thinking and we would have no hesitation in recommending any programme developed by the CSAJ team.         

The "Train the Trainer" aspect of the programme has ensured the sustainability of the programme. It has also helped our staff to develop additional skills and boosted their confidence.


I believe the programme is essential for the achievement of organizational goals." (2002)

Grace Burnett
General Manager
Jamaica International Insurance Co.

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"The recently concluded Customer Service Training, Achieving Success Through Service, conducted by CSAJ at Guardian Life, was exceptional, enlightening, comprehensive, and promoted individual and group participation. 

The involvement of the entire organization in the service culture training indicated a oneness of purpose, and the Train-the-Trainer course will provide the means to reinforce the programme on an ongoing basis. What gets measured gets done, so Customer Service is to become a priority item in appraising the performance of all employees.

The facilitator is a natural trainer who made participants relaxed, and this allowed for interactive sessions, which brought out the creativity among staff members. There were many varied activities to cement the learning and to ward off lethargy in the afternoon sessions. (2006)

Ruby Anderson
Training Manager
Guardian Life

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