CSAJ's Publication Division

Customer Service Academy of Jamaica has a publications division dedicated to publishing high quality textbooks in customer service, supervision, management, and leadership, among others. The division also publishes customized manuals/guides for organizations in such areas as on-the-job training, employee motivation, employment guidelines, employee orientation, professionalism, performance appraisals, quality assurance, values, standard operating procedures, and customer satisfaction standards. Writing employee manuals for organizations is a special feature of this division.


Client Satisfaction:
Customer Service Academy of Jamaica is such a thoroughly professional outfit that I would recommend it to any organization. The company was contracted by Formatur, the National Tourism Training Agency of the Cuban Ministry of Tourism, to write a national trainers' guide in customer service. The result - an outstanding 315-page manual - will be used by our trainers to deliver customer service training in the Cuban hospitality industry beginning June 2004. This manual will help us to transform customer service training in our country.

Ana Gonzalez
Retired Deputy Director
Formatur, Ministry of Tourism
Havana, Republic of Cuba.


SAMPLE OF MANUALS/WORKBOOKS/HANDBOOKS/
GUIDES PREPARED BY CSAJ FOR ITS CLIENTS



Manuals/Workbooks

 

 Sample Clients



1.

 

 

Values Handbook

 

·         Jamaica International Insurance Company

·         West Indies Alliance Insurance

·         Allied Insurance Brokers

·         Grace Foods

·         First Global Bank

·         Sandals and Beaches Resorts

·         GSB Cooperative Credit Union

·         Hardware and Lumber Group

·         Stewart's Hardware, May Pen

·         Agro-Grace

·         Hi-Lo Food Stores

·         Nuttall Memorial Hospital

·         Epic Technologies

 

 

2.

 

Service Quality Leadership Guide

 

·         National Commercial Bank

·         First Global Bank

·         First Global Financial Services

·         Issa Transport Group

·         Margaritaville Caribbean

·         Globe Insurance Company

·         The Tryall Club

·         Total Jamaica

 

 

3.

 

Reward and Recognition Guide

 

·         Insurance Company of the West Indies (ICWI)

·         GSB Cooperative Credit Union

·         Jamaica International Insurance Company

 

 

4.

 

Coaching and Counseling Guide

 

·         GSB Cooperative Credit Union

·         Sunset Jamaica Grande

·         Sunset Beach Resort and Spa

 



 

5.

 

Performance Appraisals Manual

 

·         West Indies Alliance Insurance

·         Sunset Beach Resort and Spa

·         Sunset Jamaica Grande

·         GSB Cooperative Credit Union

 

 

6.

 

Team-Building Manual

 

·         KPMG, Jamaica

 

 

7.

 

Employee Orientation Manual

 

·         Hi-Lo Food Stores

·         Sandals and Beaches Resorts

·         Agro-Grace

·         Rapid Sheffield

 

 

8.

 

Supervisor's Manual

 

·         Red Stripe/Diageo

·         United Petroleum (Unipet)

·         MegaMart

·         Jamaica Gasoline Retailers Association (JGRA)

 

 

9.

 

Trainer's Manual

 

·         Sandals and Beaches Resorts

·         GSB Cooperative Credit Union

·         Allied Insurance Brokers

·         Knutsford Express

·         Watts New Jamaica

·         Jamaica International Insurance Company

·         First Global Bank

 

 

 



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