Customer service gets new head

Tash-Shawna Doeman, Gleaner Intern

Yanique Grant, chief executive officer for Professional Training and Occupational Services (PTOS), a company which was launched seven years ago, is the new president of the Jamaica Customer Service Association (JaCSA).

Established in December 2001, the JaCSA is a strategic partner of the International Customer Service Association (ICSA) and was instrumental in getting former Governor General, Professor Kenneth Hall to declare the first full week of October annually, National Customer Service Week, in recognition of the invaluable contribution of our service providers.

Grant's passion for customer service did not allow her to be present at the meeting on March 13, where she was voted in as the new president of JaCSA; as she was in Minnesota facilitating an international customer service certification. It was after reading her email which was filled with congratulatory messages that she realised that she was the new president.

Elected by acclaim, Grant informed The Gleaner that, "This presidential role was subtly hinted to me from late last year by our past president, Donnetta Russell." A second and still-subtle hint came from, the founder and chairman of JaCSA, Ilsa DuVerney. "DuVerney hinted that she wanted an executive president who was young and vibrant, in order to re-energise the association and forge a new path forward," she added. However, nothing was confirmed.

"To have the vote of confidence of Russell and DuVerney I felt good, to know that they saw potential in me, as I'm very passionate about customer service, and DuVerney has always been a mother figure over the years."

Increasing awareness

She told The Gleaner, "My expectation as president of the Jamaica Customer Service Association is to infuse the association with strategies that can increase awareness of customer service among leaders in both the public and private sectors, to encourage more Jamaicans to become members of the association, and also to encourage corporate membership."

At a time when there are few female board members in corporate Jamaica, Grant will lead a team with the majority being women. With excitement, she said, "I am very happy that we have a great number of females on the team as I have a lot of experience working with women and it has always been a pleasure." She further expounded, "I do believe that I have a team that is robust, passionate, and dedicated to improving the landscape of customer service in Jamaica."

Although focusing on the "recognition of the valuable contribution which service providers make to the quality of life of our nation", there are also plans in place to better customer service in Jamaica. "We continue to encourage more corporate entities to get involved, have a formal log complaint system, and there is also the annual PSOJ/Jamaica Customer Service Association's (JaCSA) Service Excellence Award, where a corporate entity is awarded," she said.

There are also other plans that will unfold as time progresses, but Grant was proud to proclaim that she had no fears, "I have no fears, because I have Jesus on my side and I will go in with my all."

tash-shawna.doeman@gleanerjm.com