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.