LIME Jamaica is using part of its share of U$12M ($1.3 billion) allocated in 2012 to improve customer service across the Caribbean, to expand and improve services at its flagship Carlton store at ‘LIME Square’ on Half-Way Road in St Andrew.

The area, which is now called the Carlton Customer Care Complex, will feature a brand new facility which will cater to subscribers who require additional support for the various services they have already established with LIME.

The customer care centre provides customers with phone repair and other services that will be taken care of by a specially-trained team of customer service representatives.

At the same time, the original Carlton store will continue to welcome persons who want to try out new devices, activate or apply for service.

The expanded facility takes into account the consolidation of its Knutsford Boulevard store and features a larger parking area, comfortable seating, modern lighting and other welcoming features.

The service redesign has been configured to understand new behaviours of customers, anticipate their needs and well as to gain insight about their motivations and future service requirements.

“By upgrading Carlton to a customer care complex, we will create a veritable ‘centre of excellence’ for customer service in Jamaica by delivering on the commitment we made in December 2012 to invest for tangible improvements in this area,” said LIME’s Vice President of Retail, Stephen Price.

The company spent $50 million in November 2013 on an innovative redesign of the original Carlton store; creating a ‘First World’ in-store experience at the landmark location.

Now in its second year, LIME’s 3-year capital expenditure on customer service improvement is also being appropriated towards enhancing its automated voice platform, contact centre support, workforce management tools and customer support via social media.