Customized Manuals

Customer Service Academy of Jamaica has a publications division dedicated to publishing high quality textbooks in customer service, supervision, management, and leadership, among others. The division also publishes customized manuals/guides for organizations in such areas as on-the-job training, employee motivation, employment guidelines, employee orientation, professionalism, performance appraisals, quality assurance, values, standard operating procedures, and customer satisfaction standards. Writing employee manuals for organizations is a special feature of this division.


Client Satisfaction:
Customer Service Academy of Jamaica is such a thoroughly professional outfit that I would recommend it to any organization. The company was contracted by Formatur, the National Tourism Training Agency of the Cuban Ministry of Tourism, to write a national trainers' guide in customer service. The result - an outstanding 315-page manual - will be used by our trainers to deliver customer service training in the Cuban hospitality industry beginning June 2004. This manual will help us to transform customer service training in our country.

Ana Gonzalez
Retired Deputy Director
Formatur, Ministry of Tourism
Havana, Republic of Cuba.


SAMPLE OF MANUALS/WORKBOOKS/HANDBOOKS/ GUIDES PREPARED BY CSAJ FOR ITS CLIENTS

Manuals/Guides Sample Clients
1. Values Handbook Jamaica International Insurance Company
West Indies Alliance Insurance
Allied Insurance Brokers
Grace Foods
First Global Bank
Sandals and Beaches Resorts
GSB Cooperative Credit Union
Hardware and Lumber Group
Stewart's Hardware, May Pen
Agro-Grace
Hi-Lo Food Stores
Nuttall Memorial Hospital
Epic Technologies
2. Service Quality Leadership Guide National Commercial Bank
First Global Bank
First Global Financial Services
Issa Transport Group
Margaritaville Caribbean
Globe Insurance Company
The Tryall Club
Total Jamaica
3. Reward and Recognition Guide Insurance Company of the West Indies (ICWI)
GSB Cooperative Credit Union
Jamaica International Insurance Company
4. Coaching and Counseling Guide GSB Cooperative Credit Union
Sunset Jamaica Grande
Sunset Beach Resort and Spa
5. Performance Appraisals Manual West Indies Alliance Insurance
Sunset Beach Resort and Spa
Sunset Jamaica Grande
GSB Cooperative Credit Union

Team-Building Manual KPMG, Jamaica
7. Employee Orientation Guide Hi-Lo Food Stores
Sandals and Beaches Resorts
Agro-Grace
Rapid Sheffield
8. Supervisor's Manual Red Stripe/Diageo
United Petroleum (Unipet)
MegaMart
Jamaica Gasoline Retailers Association (JGRA)
9. Trainer's Guide Sandals and Beaches Resorts
GSB Cooperative Credit Union
Allied Insurance Brokers
Knutsford Express
Watts New Jamaica
Jamaica International Insurance Company
First Global Bank