ICWI Coverage Sept.2016

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CONTENTS 3 5 6 8 10

Pink Run 2016 Launch Event Exciting update from St. Kitts & Nevis!

ICWI Fun Day 2016 Discovering Your WOW Staff Movements

July to September 2016

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Pink Run 2016 Launch Event

O

n Wednesday September 28, ICWI hosted a press conference at its Head Office in Kingston to launch the ICWI Pink Run 2016. Mrs. Carolind Graham, Chairman of Jamaica Reach to Recovery, welcomed the guests and sponsors, and provided some background on the importance of the event.

“The Pink Run, pink being the colour associated with breast cancer worldwide, is the primary fund raiser for Jamaica Reach to Recovery. All funds raised will provide lifesaving breast cancer treatments to help ease the high cost of diagnosis and treatment, which is out of reach for most Jamaican women. The Jamaica Reach to Recovery is an affiliate of the Jamaica Cancer Society and is staffed by a resilient group of volunteers, all of whom are breast cancer survivors, whose sole purpose is to provide emotional, psychological and financial support as well as information and counselling to breast cancer survivors, and by extension their family and friends.�

Mr. Earl Jarrett, Chairman of the Jamaica Cancer

The guest speaker for the event, Her Worship The Mayor

Society, continued by highlighting the impact that breast

Councillor Dr. Angela Brown Burke, Mayor of Kingston,

cancer has on the women of Jamaica, and the strides that the

voiced her suppor t for the cause by waiving the licensing

Cancer Society has made over the years in providing access

fees to hold the event and promising the full suppor t of the

to cancer screenings to women in rural areas through the

Kingston and St. Andrew Corporation on the day of the Run.

Mobile Mammography Unit.

Mr. Alfred Francis, Director of Running Events Jamaica, the

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company organising the actual race,

communities in all of the countries in

provided an over view of the course

which it operates. In Jamaica, the Pink

and what to expect on race day. He

Run 5K was selected because it was a

also shared his personal experience of

pivotal annual event wor thy of ICWI’s

how running helped him overcome a

full suppor t as the Title Sponsor. Since

potentially debilitating illness.

then, the event was renamed the ICWI Pink Run. He then closed the

Mr. Paul Lalor, President of ICWI,

event by presenting Mrs. Graham with a

reminded all those in attendance that

cheque for Jamaica Reach to Recover y

in 2015, ICWI took the decision to

for one million dollars.

suppor t the breast cancer sur vivor

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Exciting update from

ST. KITTS & NEVIS!

I

n keeping with ICWI’s growth strategy, the St. Kitts Branch is pleased to announce that it is now able to service clients in Nevis with the recent appointment of Marketing Agent, Mr. Dijaun Jack!

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T

he Fun Day at Blue Waters Beach Club,

Activities began with a dancing competition spanning

Trelawny was the epitome of relaxation and

the different genres of music and eras of time. A spirit

fun in the sun. Upon arrival, staff and guests

of comradery was encouraged through participation in

were greeted by the cool white sand, breath taking

several games of volleyball, football, tug-of-war and domino

views of the calm, jewel-blue waters and various aromas

tournaments. Staff were also provided with the option to

emanating from the breakfast buffet.

go kayaking and hydro-biking to further heighten their enjoyment. For those wanting a more laid back experience,

Once registration was complete, everyone proceeded to

the beach provided the perfect place to relax, unwind and

the designated breakfast area and indulged while being

ease their tension at the hands of a professional masseuse

entertained by a live band.

or to simply bask in the rays of the sun on lounge chairs, laze in the shade in the hammocks or lounge under the

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The day facilitated the reunion of team members

cabanas and enjoy the “spirits� of the open

from

bar.

all

the

Jamaican

branches.

The children were equally occupied and enjoyed themselves building sandcastles, frolicking in the shallow waters, competing in dance-offs and they fully capitalized on the bounce and slide which was provided for their leisure.

They were later presented with tokens towards their backto-school supplies.

As the day drew to an end, the “last supper”, included short and sweet goodbyes and recaps of the day’s highlights. The consensus was that this year’s event was a success, the venue lived up to its name and food and fun were in abundance.

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WOW Discovering Your

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OW is such a shor t, simple word, but

one challenge is for the whole organization to remain aware

it really encompasses a lot of things. To

of its value, to live it day in day out, and to take proactive

WOW, you must differentiate yourself,

action in caring for it. The whole team must remain focused

which means doing something a little unconventional and

on this effor t, otherwise it can be derailed by either the

innovative. You must do something that’s above and beyond

urgency or the series of repetitive tasks.

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what’s expected. And whatever you do must have an emotional impact on the receiver. You are not an average

Often times, a discussion on Customer Experience

company, your ser vice is not average, and you don’t want

happens only for the purpose of definition. However, the

our people to be average. You expect ever y employee to

only way to deliver true WOW continuously is through

deliver WOW.

constant evolution, adapting quickly to changing needs, fine tuning what’s most useful to your customers. This

When a customer experiences WOW, you are giving them a

requires conversations on a wide range of decisions

pleasant surprise. You are exceeding their expectations. You

where culture should be a key criteria.

are addressing their needs thoughtfully and in unexpected ways. It is an expression of your authentic interest in the person who seeks your products and ser vices, not just in the transaction. It is about making enduring personal emotional connections with empathy, generosity, and gratitude. It is about awareness of common human concerns that make a difference to each customer. It is about truth, it is about meaning, it is about details.

In today’s ultra-competitive markets, enduring businesses call for enduring customer relationships. How can you deliver products and ser vices with a WOW Customer Experience built into them? You must make the WOW Customer

THE CUSTOMER DRIVEN ORGANIZATION – 9 FOCUS AREAS: •

Share your knowledge

•

Make the experience great

•

Know the customer

•

Make it easy and convenient

•

Make them feel valued

•

Engage with the customers where they are

•

Do it right the first time

•

Surprise

•

Ask them for advice

- Professional Training & Occupational Services Ltd

Experience par t of the product/ser vice design, and that requires a continuous culture and happiness decision-making context, not only once for purposes of definition, but as a foundation for day to day operations.

WOW Customer Experiences are about meaningful details, they are unique, and not par t of a mechanical scripted process. They are unique gestures, not born out of rules or “best practices,” but as an expression of your company’s culture, its shared values, and ideals. These values and ideals inform the employee’s decisions that create exceptional outcomes.

When delivering a WOW Customer Experience, the number 9

Staff Movements July to September 2016

WELCOME ABOARD A warm welcome is extended to the following employees who joined the ICWI family during the period July to September 2016.

Claims

Ms.

Janine

Walters

Customer Service Rep.

Customer Care

Ms.

Ava

Daley

Trainee CSR

Customer Care

Ms.

Samantha

Blake

Trainee CSR

Customer Care

Mrs.

Vennice

Stennett Clarke

Trainee CSR

Customer Service

Ms.

Kerry-Ann

Wright

Trainee CSR

Customer Service

Ms.

Nordia

Dobbs

Trainee CSR

Customer Service

Ms.

Sashana

Beckford

Trainee CSR

Customer Service

Ms.

Shaneke

Richards-Caine

CSR

Customer Service

Ms.

Simmone

Reid-Pryce

Trainee CSR

Finance

Mr.

Arlando

Dawson

Financial Accounting Manager

Finance

Mr.

Charles

Tam

A/C Clerk

Finance

Mrs.

Jodi-Ann

Taylor-Wilson

Accounts Assistant

Human Resources

Ms.

Tamisha

Campbell

HR Officer

Legal

Mr.

Miguel

Palmer

Legal Officer

DEPARTURES

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Legal

Ms.

Kamesha

Graham

Legal Officer

Claims

Ms.

Nicole

Myers

Customer Service Rep.

Finance

Ms.

Denise

Ebanks

Financial Analyst

Finance

Mr.

Kevin

Allen

Financial Accountant

Finance

Ms.

Odette

Spence

Receivables

Finance

Mr.

Ricardo

Christie

Credit Control Rep.

HRD/Marketing

Ms.

Princess

Meggoe

Marketing Assistant

Customer Service

Mr.

Jeremy Paul

Bennett

Customer Service Rep.

Customer Service

Mrs.

Nicola

Grant-Sewell

Underwriter

Customer Service

Ms.

Nishara

Senior

Customer Service Rep.

MIS

Mr.

Audin

Robinson

User Support Technician

TRANSFERS Welcome home Janine Fisher – After four months in the twin Island Republic of Trinidad and Tobago Janine has returned to Head Office.

CONGRATULATIONS TO THE FOLLOWING MEMBERS OF STAFF WHO WELCOMED NEW BORN BABIES TO THEIR FAMILY.

CONDOLENCES

Aiden

Julian

son of Chantelle Little-John

son of Stanece Zeng

“When someone you love becomes a memory, that memory becomes a wonderful treasure to always hold in your heart.”

- Author Unknown

Our deepest sympathies to the

Stanece Zeng – on the passing of her brother

following members of staff on the

Angelene Rhone – on the passing of her mother

passing of their loved ones:

Janique Smith – on the passing of her grandfather 11

“Serving you...is all we do”

2 St. Lucia Avenue Kingston 5 Jamaica W.I. Tel: (876) 926-9040-7 Fax: (876) 960-6918 direct@icwi.com www.icwi.com