CSAJ is blessed with trainers and associates who are leaders in their fields, many of whom are Certified Trainers and Accredited Certified Instructors of the American Hotel and Lodging Association Educational Institute.

 

OUR TRAINERS

The following are some of the persons responsible for ensuring that CSAJ continues to excel without compromise, and for maintaining the company’s competitive edge in customer service and service quality leadership training in the region.

• Ben Henry, Ph.D., M.S., B.A. (Econ.), Cert. Ed., CIMCA, CHT, ACI, is founder and Managing Director of CSAJ, Trainer. (The Quality Advantage, Customer Service, Telephone Techniques, Train-the-Trainer, Supervisory Skills, Situation Analysis, Motivation, Training Needs Analysis, Leadership, People Management, Management Audits, Service Audits, Customer Satisfaction Surveys, Employee Satisfaction Surveys, Human Resources Management, Customer Service Management, Management of the Service Function, Creating Customer Value, Creating Employee Value, Customer Satisfaction Standards, Customer Service Leadership).

• Marlene Campbell, B.Sc., MBA, Director of CSAJ and Trainer (Change Management, Change Leadership, Strategic Management, Strategic Leadership, Customer Relationship Management, Performance Management, Teamwork, Stress Management, Planning for Retirement, Customer Service, Motivation).

• Floyd Burchell, B.Sc., MBA, CHA, CHT, CHRE, ACI, Director and Trainer (Customer Service, Supervisory Skills Development, Leadership, Service Audits, Team Building, Coaching for High Performance, Succession Planning, Situation Analysis, Performance Management, HR Audits, Motivation, Mystery Shopper Exercises, Employee Satisfaction Surveys, Customer Satisfaction Surveys, Change Management, Train-the-Trainer).

• Tony Henthorne, Ph.D., Professor and Department Chair, University of Nevada – Las Vegas; Training Associate (Mystery Shopper Program, Customer Satisfaction Surveys, Service Audits, Employee Satisfaction Surveys, Sales and Marketing, Customer Perception Surveys).

• Peter Meyer, CHA, ACI, CHE, Former Professor, Hocking College-Ohio, Training Associate (Strategic Management, Housekeeping Management, Food and Beverage Management, Supervisory Management, Leadership, Human Resource Management, World Class Certification Instructor for CHA, CRDE, CHT, CHRE, CFBE, CHS, CHDT, CHHE).

• Sherril Edmonson, B.Sc., M.A., Dip.Ed., M.Sc., Training Associate (Customer Service).

• Mervel Grant, J.P., M.Sc., Training Associate (Customer Service, Telephone Techniques).

• Vesta Ancel, B.A., Teaching Diploma, Training Associate (Customer Service).

• Annette Salmon, BBA, MBA, Training Associate (Customer Service, Marketing).

• Elwood Shafer, Ph.D., Retired Fullbright Professor, Pennsylvania State University, Training Associate (Customer Service, Managing the Service Function, Leadership, Negotiation Skills, Change Management).

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