In the middle of the year 2000, a zealous National Housing Development Corporation participant at a customer service workshop declared, “A national customer service association is what is needed for Jamaica.”
That workshop, facilitated by Productivity Plus Limited, consultants in human resource development, sought to shift paradigms and have participants view customer service as a profession.
Productivity Plus Limited agreed to convene meetings to steer the formation of the first Customer Service Association in Jamaica.
On December 4, 2001, the Customer Service Association of Jamaica was formed. Several months later, the name was changed to the Jamaica Customer Service Association (JaCSA) to avoid confusion with any other entity in Jamaica.
The topic of the December 2001 meeting was, “Economic Growth and Development through Customer Service Excellence.
The inaugural meeting of JaCSA was held in May 2002, and was addressed by Bob Leighton of Brunel, with locals showcasing customer service products. In July 2002, the Association elected officers.
- Facilitate the raising of service standards.
- Delight customers beyond expectations.
- To facilitate interaction among customer service practitioners and professionals, as well as others interested in the field.
- To encourage and facilitate the professional development of members.
- To foster improved understanding within all sectors of the Jamaican society about the role, potential, and need for excellence in customer service in the process of national development.
- To encourage research, analysis, and feedback on matters related to customer service, as well as setting standards which will provide a catalyst for competitive advantage and professional excellence.
- To seek to establish and nurture the highest standards of performance and ethic among persons involved in the field of customer service.