Department of Management Studies

Customer Service has evolved significantly alongside marked advances in technology.  Today’s customer has increased access to information making them more knowledgeable on an organization’s product and/or service offerings which consequently  increases customer expectations and demand for value. It is important therefore, for owners, managers and supervisors to clearly understand how to effectively manage each customer’s experience in a rapidly changing technology based environment whilst increasing customer satisfaction and customer loyalty. 

Upon completion of this programme, participants will be able to:

1. Better understand and navigate the dynamics of this Digital Age
2. Define Customer Satisfaction and Customer Experience and learn how to transition from one to the other
3. Create and use Customer Journey Maps
4. Learn Techniques to engage and empower your employees
5. Monitor & Measure your Customers' Experience

• The Dynamics of the Digital Era
• Using technology & data to create and enhance the customer experience
• Transitioning from Customer Satisfaction to Customer Experience.
• Redefining the customer experience
• Creating Customer Journey Maps & Identifying customer touch points
• Role of the service employee
• Measuring and Monitoring your Customers’ experience

This workshop is ideal for persons involved in any of the listed service sectors, who would like to improve their organization’s performance by managing their customers’ experience.

• Hospitality, Tourism, Travel, Leisure: Hotels, Restaurants, Tour Operators, Travel Agents, Events, Transportation
• Financial, Banking and Insurance: Banks, Credit Unions, Financial Institutions, Insurance Companies
• Manufacturing and Retail: Stores, Shops, Supermarkets
• Public Sector: Health Care, Education, Government Ministries and Agencies
• Private Sector: Information Technology, Telecommunications, Media and Energy

To Register: http://bit.ly/CustomerWorkshop

Dr. Leslie-Ann Jordan-Miller, is a Senior Lecturer, Hospitality and Tourism at the University of the West Indies (UWI), Department of Management Studies, St. Augustine, Trinidad.  She holds a B.Sc. in Tourism Management (First Class Honours) from the University of the West Indies and a Post-graduate Diploma (with Distinction) and Ph.D. in Tourism Policy and Planning from the University of Otago, New Zealand.  She is also a Certified Manager of Quality/Organizational Excellence (CMQ/OE) from the American Society for Quality (ASQ) and holds a Professional Certificate in Event Management, George Washington University and Institute of Business (IOB). Her research interests include tourism development in small island developing states with special reference to the Anglophone Caribbean; tourism planning and development and tourism policy and decision-making.   More recent research focuses on cruise tourism, heritage tourism, festival and event management and service management.

Mrs. Rebecca Samuel Musgrave, is a Learning and Development Professional with over seven years of experience as a facilitator of and Service excellence Coach. Her background includes Customer experience assessments, Instructional Design, Training Needs Analysis and Evaluation. She presently consults on learning projects as an instructional designer, and advisor for clients in Guyana, Jamaica and Trinidad. She has also worked in all areas of the hospitality industry and was a scholarship recipient from the Caribbean Hotel and Tourism Association of Puerto Rico to study Tourism Management, with the University of the West Indies.  She later pursued a Post Graduate Diploma in International Relations followed by Post Graduate studies in Instructional Design and a Masters in Educational Psychology. She was awarded, Certified Hospitality Educator with the American Hotel and Lodging Institute and is a Business Advisor with the Caribbean Tourism Organization for their Hospitality Assured Programme for Service and Business Excellence. She is also presently pursuing her certification as a Certified Manager of Quality and Organizational Excellence with the American Society for Quality and a certificate in Small to Medium Business Management with Arthur Lok Jack, School of Business.

Mr. Joel Joseph, is the Managing Director of Qure Ltd. He has been involved in the research world for the past two decades. Over this period, Joel has worked throughout the Caribbean region in both the public and private sectors. He has research experience on national social issues such as sexual behaviour amongst at-risk groups, intimate partner violence and crime and victimization. His research experience and knowledge also span across the areas of brand loyalty assessment, drivers of customer satisfaction and assessing company’s market share making him invaluable to his private sector clients. Currently, Joel is spearheading the development and deployment of real-time feedback solutions using innovative technology to benefit organisations in the Caribbean.

Mr. Ian John, is the Director of Systems Solutions at Massy Technologies InfoCom Trinidad and has over 20 years managerial experience in the ICT sector.

Ms. Azra Nathudkhan MBA ACSM , Ba Hons, is the Executive Director of Customer 1st Caribbean Limited and Subject Matter Expert in Service Excellence. Azra has worked within Customer Service and Service Delivery for over 15 years. She is the Chief Executive Office of Customer 1st Caribbean Limited and founder of the C 1st Centre of Excellence and Learning.  Azra helps organizations create amazing customer and employee experiences, she believes wholeheartedly in taking the realm of soft skills to the Board room and creating vision inspired service and competencies that are passion driven and purpose filled.

Her customer service and service improvement management experience spans a wide range of public and private sector clients and projects. She has worked with companies in the Caribbean, most recent being the Princess Juliana Airport in Sint Maarten and SCASPA in St Kitts. She is now working with Sint Maarten partners to set up the Sint Maarten Service Academy. She is also the catalyst for the first online programme to be offered in the Caribbean in Service Excellence. She is also an adjunct faculty member of the Arthur Lok Jack Graduate of Business and has delivered numerous workshops over the past five years in Customer Service, customer experience.

Through her long standing partnerships internationally she was able to bring online accredited awards in customer service to the Caribbean, training hundreds of Managers and front line persons in service throughout the Caribbean. With a strong awareness and understanding of customer service and the importance of delivering the all-important customer experience, Azra is passionate about making a case for the inclusion of customer service and service delivery in the boardroom. She has written articles for professional magazines and for business columns in daily newspapers, she frequently presents at seminars and conferences. Her latest initiative is the C 1st Centre of Excellence, where process meets improvement. Here she delivers numerous workshops, conducts gap analyses of service firms, engages in one on one coaching to develop the customer experience to name a few. She is boldly crafting her place in the Caribbean as the enabler for the best of the Caribbean Customer Experience.

Mrs. Tenisha Brown-Williams, is a tourism consultant with over 15 years experience in the field of tourism having a B.Sc. in Tourism and Hospitality Management (Honours) and a M.Sc. in Tourism Development and Management (with Distinction) from the University of the West Indies. Over the years she has extensively assisted small, medium and large tourism operators in developing their businesses through the development and implementation of quality assurance initiatives. Mrs. Brown-Williams is the co-founder of ShareHome Caribbean Ltd. a hospitality and tourism consulting firm in Trinidad and Tobago; she is also a Part-time Lecturer at the Arthur Lok Jack Global School of Business, the University of the West Indies (UWI), St. Augustine Campus and the Trinidad and Tobago Hospitality and Tourism Institute (TTHTI). As an advocate for environmental sustainability she sits as a Director on the Board of Green T&T, the international representative for the Blue Flag and Green Key programmes in Trinidad and Tobago. With her academic and professional combined, her areas of expertise extend to tourism research, tourism planning & policy, quality control and assurance in the tourism industry, tourism standards development, tourism product development and hospitality and tourism training. For Tenisha, tourism and hospitality is more than a job, it is her passion!

Workshop Details

Date: Thursday October 25th, 2018
Time: 9:00 a.m. – 2:00 p.m.
Cost: $300.00 per participant, inclusive of all training materials, lunch, refreshments and certificate of participation
Venue: Faculty of Social Science (FSS) Lounge, The University of the West Indies, St. Augustine Campus

For More Information:

Telephone Contact: 662-2002 Ext. 85430 or 83724
Email: Management.Matters@sta.uwi.edu