Presents

The Customer and You

Venue: Mandevilla Place,
Neils Auditorium,
22A Ward Avenue,
Mandeville

Date: May 14, 2009

9AM

Presenter: Elaine Oxamendi

Vicet
Seminar Description: The six hour seminar, certificate course, is designed to be an
interactive session that will offer an explanation as to the concept of customer service,
the benefits and its relevance to an organisation’s bottom line. This workshop will
challenge the participant, into understanding the need, to improve their customer
service skills and will also create resonance within the participants as it relates to
answering the age old question "what is in it for me?”

Seminar Objectives are to:

• Define Customer Service and components thereof.

• Describe customer perceptions of service using case studies.
• Explain the relationship of customer service to an organisation's bottom line.
• Create a paradigm shift in the participants to being more customer-focused.

Benefits to the organisation are:

• To have key personnel more customer focused and driven.

• Improve the customer retention baseline through improved customer service.
• Improve team based work relations within the organisation consequent on a more
customer oriented staff.

In these times every customer needs to feel valued. For every service there are competing
providers you need to be sure that the next customer through your door will be a long
lasting customer and the best way to do so is the first understand the fundamentals of
their needs.
 Speaker Profile

Elaine Oxamendi Vicet is a trained public relations practitioner with over fifteen (15)
years experience in Customer Services ,Public Relations and Human Resources within
the corporate and tourism sectors. She is a graduate of the University of the West Indies
with Economics and History at the baccalaureate level and Communications in the
masters’ programme. She holds a post-graduate diploma in Marketing from Florida
International University, and has done several post graduate studies in human resources
and training and development. She is currently registered for doctoral studies in
psychology.

Elaine Oxamendi Vicet is a former Newsline 6 commentator with Radio Jamaica

Limited (RJR) and a frequent contributor to the Sunday Outlook Magazine, Gleaner. She
currently works as the Senior Editor for an interactive entertainment magazine; Skoolaz
Magazine. Since January 2007, Mrs Oxamendi Vicet has also been on staff at the
Northern Caribbean University (NCU) as an Assistant Professor where she covers
Customer Service on an academic level whilst imparting industry knowledge to her
charges. She has facilitated a number of training courses for businesses both locally and
internationally.

Elaine Oxamendi Vicet is a certified trainer for the National Training Vocational
Education Training Centre (NCTVET) and a certified assessor for H.E.A.R.T.
Additionally, she is member of the Jamaica Customer Service Association and WiLDE
Foundation a UK based Literary Arts Association.
 The Customer and You
SEMINAR REGISTRATION FORM

Name: ________________________________________________

Organization: _________________

Address:

__________________________________________

Phone number: ___ E-mail: ___________________

Current Job Title: _______________________________________________________

Previous training in customer service:_______________________________________

Cost: $2000 (Students with ID)

$2500 (general public)

For further information and booking please contact:

Mrs. K. Richards
22a Ward Ave, Suite 10
Mandeville,
Phone: 961-6188
Email: workforcesolutions@yahoo.com