Quality Customer Care for the Caribbean
- ISBN: 976-610-566-9
- Release Date: September 2003
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 193-Paper
This 193-page book consists of eleven chapters:
- Chapter 1: Principles of Quality Customer Care
- Chapter 2: Knowing the Customer
- Chapter 3: Attitudes and Habits and their Effects on Service
- Chapter 4: Dealing with Difficult Customers
- Chapter 5: Enhancing Customer Value
- Chapter 6: Mastering the Art of Listening
- Chapter 7: Projecting a Professional Image
- Chapter 8: Projecting Professionalism on the phone
- Chapter 9: Teamwork
- Chapter 10: Building Customer Loyalty
- Chapter 11: Best Practices in Customer Service - Examples from the Caribbean and the U.S.
- Numerous exercises are to be found throughout the book.
Retail price: US$35.00
Order nowManaging the Service Function
- ISBN:976-610-702-5
- Release Date: July 2005
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 154-pp
This 154-page book consists of nine chapters:
- Chapter 1: The characteristics of service
- Chapter 2: The three components of strategic success
- Chapter 3: Understanding service
- Chapter 4: Strategies for creating a service culture in an organization
- Chapter 5: How to keep the vision alive
- Chapter 6: The purpose of service standards
- Chapter 7: How to create value
- Chapter 8: Managing the service encounter
- Chapter 9: The use of feedback, recognition, and rewards
- Numerous exercises are to be found throughout the book.
Retail price: US$25.00
Order nowHow to Become a World-Class Individual: 33 Strategies for Success
- ISBN: 976-610-700-9
- Release Date: July 2005
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 140-Paper
How to Become a World-Class Individual: 33 Strategies for Success has been hailed as a very powerful little motivational book. According to Butch Stewart, Chairman of the Sandals/ATL Group of Companies, "Thirty-Three Strategies provides the anchor for everyone who wants to become a world-class individual. It is a what-to-do and how-to-do-it guide to becoming a high self-esteem individual, an achieve..."
This 140-page book consists of thirty-three strategies:
- Strategy 1: Develop the attitude of gratitude
- Strategy 2: Think positive all the time
- Strategy 3: Never give up
- Strategy 4: Know when to keep silent
- Strategy 5: Develop a sense of humor
- Strategy 6: Never stop smiling
- Strategy 7: Follow Mother Theresa's advice
- Strategy 8: Take risks
- Strategy 9: Don't be afraid to fail
- Strategy 10: Work hard
- Strategy 11: Never take your job for granted
- Strategy 12: Hone your people skills to perfection
- Strategy 13: Develop your political skills
- Strategy 14: Focus on the bottom line
- Strategy 15: Develop your assertiveness skills
- Strategy 16: Embrace professionalism
- Strategy 17: Develop a passion for providing service to others
- Strategy 18: Know yourself
- Strategy 19: Design a good life
- Strategy 20: Appreciate yourself
- Strategy 21: Ask for forgiveness and forgive others
- Strategy 22: Appreciate others
- Strategy 23: Apply the 12 simple rules in all your dealings with people
- Strategy 24: Read the Prayer of St. Francis of Assisi
- Strategy 25: Embrace the power of silence
- Strategy 26: Embrace the power of visualization
- Strategy 27: Never stop learning
- Strategy 28: Live your dreams
- Strategy 29: Master the art of listening to others
- Strategy 30: Develop an enviable maturity
- Strategy 31: Document extraordinary results you have achieved
- Strategy 32: Accentuate the positive
- Strategy 33: Read the Ten Rules for a Good Day every day
Retail price: US$11.00
Order nowThe Workbook for Caribbean Security Professionals
- Release Date: August 2013
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 149-Paper
The Workbook for Caribbean Security Professionals was developed for those security officers who seek the International Award for Security Personnel certification.
The Workbook is designed to accomplish the following two goals: to provide security professionals with a resource needed to succeed in examination and to serve as a reference guide after the certification has been achieved.
The Workbook is also ideal for security professionals who attend non-certification training conducted throughout the English-speaking Caribbean; as well as aspiring security professionals who attend training in security intending to seek a position in the fast-growing security industry.
This 149-page learner workbook covers four units:
UNIT ONE
- Roles and Responsibilities of Security Personnel
- The Role and Powers of Security Personnel in the Context of Cultural and Legal Requirements
UNIT TWO
- The Requirements for Effective Patrolling
- The Requirements for Controlling Access
- The Requirements for Search Proceedings
UNIT THREE
- The Requirements for Health and Safety at Work
- Security and Emergency Systems and Procedures
- Requirements for Dealing with Fire
UNIT FOUR
- Communication with Colleagues and Customers
- The Requirements for Customer Care
- Understanding and Resolving Conflicts