RICHARD G. ROWE

Deputy Chairman, Jamaica Customer Service Association

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“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution” Rick Tate

The Jamaica Customer Service Association (JaCSA) congratulates the management and staff of The Jamaica Observer on your initiatives in celebrating National Customer Service Week under the theme “Discovering Your WOW!”.

Remember your last WOW experience? Wouldn’t you just love to have that experience again and again with every interaction? When the customer gets the WOW experience, you are giving them a pleasant surprise. You are exceeding their expectations. You are addressing their needs thoughtfully and in unexpected ways. It is an expression of your authentic interest in the person who seeks your services, not just in the transaction. It is about making enduring personal emotional connections with empathy, generosity, and gratitude. It is about an awareness of common human concerns that make a difference to each customer. It is truth, it is about meaning, it is about details that cannot be measured by KPIs.

When delivering a WOW Customer Experience, the number one challenge is for the whole organization to remain aware of its value, to live it day in day out, and to be proactive in caring for it. The entire TEAM should remain focused on this effort, otherwise it can be derailed by either the urgency or the litany of repetitive tasks.

Having discovered our WOW, can our beloved island achieve and sustain a culture of delivering that WOW? Yes we can! In fact, we have been doing so in athletics through Arthur Wint, Donald Quarrie, Deon Hemmings, Veronica Campbell-Brown, Shelly-Ann Fraser-Pryce, Double Olympic sprint champion Elaine Thompson and the most decorated sprinter of all time – Hon. Usain St. Leo Bolt.

This National Customer Service Week and beyond, may we all actively pursue and embrace our WOW and watch it illuminate our world.

The History of National Customer Service Week (NCSW)

The International Customer Service Association created National Customer Service Week in 1984 in support of its mission to recognize and reward individuals who provide service to customers as the primary function of their job.

In 1991, I.C.S.A worked with the United States Congress in an effort to recognize this event as an annual National event. In 1992, the US President signed a Presidential Proclamation setting aside the first week of October as National Customer Service Week.

In the Proclamation, the US President sited the clear value of service excellence in a free market economy. He said and I quote, “A business will do a better job of providing high quality goods and services by listening to its employees and by empowering them with opportunities to make a difference.” end of quote.

Sixteen (16) years later, the Jamaica Customer Service Association was instrumental in getting former Governor General, Sir Kenneth O. Hall, to declare the first full week of October, National Customer Service Week in Jamaica. The declaration of the week was timely, coinciding with the observance of International Customer Service Week and the national celebration of our athletes who participated in the 29th Olympiad in Beijing, China – This year’s performance by our athletes continue to stun the world, Usain Bolt leading the charge in becoming the most decorated sprinter of all time!!

So let’s celebrate Customer Service Week in October and enjoy the benefits all year long!

During this special week, organizations can:

Boost morale through motivation and teamwork.

Reward frontline and other representatives.

Raise awareness of the importance of customer service in your organisation.

Show appreciation to other departments and teams for their support.

Remind customers of your commitment to customer satisfaction.

Spread love and care within your organisation, home, community and throughout Jamaica.