The Customer Service Branch was established in November 2022 at the Ministry, as part of its commitment to provide customer-focused services characterized by excellence, and dedicated to the further development of a culture of customer service of the highest calibre. The Branch seeks to meet and exceed the expectations of our clients by delivering our services in accordance with our core values, defined by professionalism, accountability and excellence.
To achieve these objectives, we have developed our own Customer Service Improvement Plan (CSIP), designed to modernize our customer service operations here at the Ministry, as well as at our diplomatic missions and consular posts.
The Customer Service Branch will work to ensure that the following globally accepted service standards are met:
- Develop policies and standards for the delivery of service excellence;
- Seek to understand and satisfy the needs of our customers within the stated timelines in a helpful, efficient, effective and courteous manner, within our available resources;
- Prioritize our customers’ interests and concerns and ensure that all are treated with courtesy, respect, diligence and professionalism;
- Ensure that customers are presented with a pleasing and comfortable environment in which to conduct business (including access to parking, access for persons with special needs, comfortable waiting areas);
- Promote and sustain engagement of the public through the design, monitoring and continuous improvements of service excellence; and
- Seek to uphold the Ministry’s Vision, Mission Statement and Core Values.
The Customer Service Branch will continuously implement best practices that place the customer at the center of all transactions.
Customers who are dissatisfied with the services received, or who wish to give feedback or make suggestions about our services, may submit their complaints, requests, or suggestions to the Customer Service Branch at:
Customer Service Manager
Email: csb@mfaft.gov.jm
