Saturday 31 October, 2020

Sagicor wins big in customer service at PSOJ/JaCSA Awards

Barrington Groves, Client Experience Manager, Sagicor Life (2nd left); Andre Latchman, Manager, Group Client Experience, Sagicor Group Jamaica (centre); and Ava Dixon, Assistant Vice President, Group Client Experience, Sagicor Group Jamaica (2nd right); accept awards for Best Customer Service in the large company category from Marie Matthews, Board Director, Jamaica Customer Service Association (1st left); and Ilsa duVerney, JACSA (1st right) at the PSOJ/JACSA Service Excellence Award held recently.

Barrington Groves, Client Experience Manager, Sagicor Life (2nd left); Andre Latchman, Manager, Group Client Experience, Sagicor Group Jamaica (centre); and Ava Dixon, Assistant Vice President, Group Client Experience, Sagicor Group Jamaica (2nd right); accept awards for Best Customer Service in the large company category from Marie Matthews, Board Director, Jamaica Customer Service Association (1st left); and Ilsa duVerney, JACSA (1st right) at the PSOJ/JACSA Service Excellence Award held recently.

Financial conglomerate, Sagicor Group Jamaica, emerged the big winner of the Customer Service Award in the large company category of the 2019 Private Sector Organisation of Jamaica (PSOJ)/Jamaica Customer Service Association (JaCSA) Service Excellence Awards.

The group also dominated in sectional categories for Recognition and Reward, Charter and Standards and Leadership and Strategy, taking four of the large company awards.

President & CEO, Sagicor Group Jamaica, Christopher Zacca, said the recognition is a welcome reward for the company’s commitment to excellence in service delivery and to providing clients with a ‘next level’ experience.

“This is a big deal for us as we continue to raise the bar year after year to deliver the best client experience; team engagement, leadership and corporate governance,” he said.

He further congratulated the Sagicor team, while committing to a continued culture of client service excellence at the organisation.

The Private Sector Service Excellence Awards is designed to help organisations improve service quality and to recognize the private sector organisations that consistently deliver excellent customer service through a clearly defined strategic approach.

The award is open to PSOJ and JaCSA members with award categories being for small, medium and large organisations. The criteria for assessment include leadership and customer service strategy; existence and effectiveness of a Customer Service Charter and Standards; training and capacity building to ensure adherence to customer service standards; and existence and effectiveness of monitoring and measurement systems for customer service.

Companies are also assessed based on the existence of a system for logging, tracking and resolving customer complaints and the existence of mechanisms to reward and recognize the delivery of excellent service within the organization.

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