Faqs

If you have any other questions, or would simply like to get some guidance, please do not hesitate to contact the staff at our office- they will be more than pleased to help you in any way they can.


ABOUT CUSTOMER SERVICE ACADEMY OF JAMAICA LTD.

Who are we?
Customer Service Academy of Jamaica Ltd. (CSAJ) is a customer service and management consultancy located in Kingston, Jamaica. CSAJ's clients include organizations in the financial services, hospitality, retail and distribution sectors, and the public sector.

We offer 
"Customized (in-house) Training and Development which is all about your organization - we will work with you to identify your individual and company-wide training requirements and deliver a programme that meets your needs.
"Consulting and Performance Solutions wherein we provide focused consultancy services to clients in the region. 

How long have we been around?
CSAJ was registered as a private limited liability company in January 2002, and opened its doors on March 1, 2002.

What else does Customer Service Academy of Jamaica do?
CSAJ writes and publishes high quality textbooks in customer service, service management, leadership among others. We also write customized manuals/guides for organizations in areas such as employee motivation, employee orientation, performance appraisals, quality assurance, standard operating procedures, and customer satisfaction standards. 


ABOUT CSAJ CERTIFICATION PROGRAMMES

When did you start delivering your certification programmes?
CSAJ started first by delivering its Certified Customer Service Professional (CCSP) designation in June 2008. It is the first of many.

Why certification?
Certification indicates a level of professionalism. It recognizes those individuals who have accomplished a prescribed level of competence in their fields. Certification for frontline employees addresses a career need, rather than sending the message that their jobs are dead end, low wage jobs. 

What is the difference between CSAJ's professional designation certifications and the certificate courses?
The professional designations are for those individuals who are practicing in the field. So only a practicing trainer can do the Customer Service Trainer (CCST) or Master Trainer (CMT) programme. Only practicing supervisors are eligible to do the  Customer Service Supervisor (CCSS) and only practicing managers are eligible to do the Customer Service Manager (CCSM). In other words these are for working professionals only. 

The certificate courses can be done by working or non-working persons. So a supervisor or a student intending to get into training can do the Principles and Practices of Training. A person in a job that doesn't interface with the customer, but wants to work in customer service can do the Certificate in Legendary Customer Care. 

Are these certification programmes accredited by an external body? 
All of our certification programmes are endorsed by the Institute of Leadership and Management

What are the times for certification sessions?
CSAJ currently offers the choice between a full-day and half-day session. All full day sessions begin at 9.00 a.m. and end at 4:00 p.m. while the half day sessions are 5:30 pm- 8:30 pm, we also offer sessions from 1 p.m. - 5 p.m.

How far in advance do I need to register for a certification program? 
You may register by phone up to the day before the first certification session, in some instances you may be able to register on the first day of the program at the door. This is subject to seat availability.

What is your cancellation policy? 
We have a very liberal policy: you can cancel your registration up to 48 hours before your session. As long as you call and let us know that you are unable to attend, you will not be charged any fees. However, if you fail to attend a program and have not informed us, you will be charged the entire course fee.

If a course is cancelled, changed or postponed in any way, we will try to give as much advance notice as possible. For those clients who are unable to attend at a revised location or date, we will refund 100% of any pre-paid course tuition fees; however, we will not be liable for any costs associated with travel, hotel, or any consequential damages.

What happens to my fee if I withdraw from the examinations?
You will forfeit your fee unless it is an emergency 

What are my payment options? 
CSAJ accepts various forms of payments for our certification programs including: cheque, bank transfer, vouchers can be provided for direct bank deposit, and cash. If you prefer your organization may be invoiced for your certification program. 

What is the dress code? 
As people arrive, most of them will be dressed casually. Dress as you wish. If a suit is your style, that's fine. If you'd rather wear jeans and a sweatshirt, that's fine too. A light jacket or sweater is recommended-some meeting rooms tend to be cool.

What will I receive when I attend the certification sessions? 
You will receive a comprehensive study guide, if you didn't receive it, when you paid your fee.  The study guide is used throughout the certification classes. 

What is included in the price of my certification program?
In addition to your course materials and having the expertise of our trainers at your fingertips. All fees are covered including examination, tuition, overseas registration fees  with ILM. It also include a CSAJ lapel pin with appropriate designation for those who successfully complete the professional designation certification. A certificate from ILM plus one from CSAJ.

How soon will I be notified after the exams if I was successful or not?
You will be notified within three weeks of taking the exams.

How many chances will I be allowed to pass the exam
You will be allowed to take the exam a maximum of three times.

Why are CSAJ's professional designation certificates dated for five (5) years?
Designees are required to recertify every five (5) years to maintain an active credential. Recertification should be completed prior to the expiration of the current certification. Recertification assures professional currency and demonstrates a commitment to continuous learning and development.

Does all experience have to be with one employer for recertification?
As long as you are employed in a qualifying position, all the experiences from the various employers will be counted.

How is recertification achieved?
Recertification is achieved based on points accumulated for various activities such as professional experience, continuing education, instruction, research and publishing, membership in a national or international professional organization etc.
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