Providing Exceptional Customer Service – 25 July 2023
This course is part of the Chamber Training Centre (CTC) Workplace Essentials category.
Your Personal Touch: Giving Customer Service LIFE. How can we make a commitment to provide excellent customer service? And how can we make sure that all our employees, from the front-line people right up to the Boss, are demonstrating that commitment? We will explore the answers to these questions in this 4-hour training course.
Lorna Murphy is a Personal and Business Coach and Learning & Development specialist with over 20 years of experience in both the public and private sector. With a passion for human development, motivation and success, she has trained in Psychology, Personal and Business Coaching, NLP, Hypnotherapy and Psychotherapy in an academic and practice career spanning more than two decades. Lorna sits on the Board of Directors for CIPCA – The Cayman Islands Professional Coaches Association.
An advocate for Mental Health awareness and the provision of services to support each person’s inner challenges, Lorna seeks to change the perceptions and reduce the stigmas surrounding mental illness.
Lorna has an innate passion for coaching and training, weaving together theories in neuroscience, psychology, coaching and her own diverse personal experience. She tailors each program to encourage others to find their unique purpose and relieve them of their perceived limitations.
Throughout her career she has focused on the importance of implementing structures within the work environment including group and individual training and coaching, motivation, and leadership development whilst imparting the importance of corporate cultural evolution to provide the best possible experience for those working within each company so they can best advocate to their clients.
Cancellations must be received in writing 72 hours prior to the course in order to obtain a refund. No shows will be charged the full amount.
Parking is available in any VISITOR designated parking space.
- Jul 25 2023
- 9:00 am - 1:00 pm
- $200 / $275
- Cayman Islands Chamber of Commerce
- Unit 4-107 Governors Square 23 Lime Tree Bay Avenue Grand Cayman , Cayman Islands
Latest reopening updates
CAYMAN ISLANDS (May 23, 2023) – The first five cancer patients received life-saving radiation treatment at Health City’s Centre for Radiation Oncology in Camana Bay last week. Wednesday, May 17 was a historic day, not just for the institution but for the Cayman Islands, as for the first time, residents could access state-of-the-art cancer services without having to travel overseas. Led by Radiation Oncologist Dr. Vikas Roshan, the team administered two radiosurgery procedures and other higher-end techniques like VMAT (Volume Modulated Arc Therapy). The patients, made up of three women and two men ranging in age from the mid-40s to late 70s, received treatment via a Siemens TruBeam Varian Linear Accelerator at the first-of-its-kind facility, one of the most advanced in the region. Dr. Roshan was beaming with excitement at treating the first patients. “It gives us immense pleasure to introduce all the latest radiotherapy techniques here in the Cayman Islands. I am happy to share that we started with two radiosurgeries on the first day and delivered the treatment uneventfully. Other patients received radiation with higher-end radiation techniques like VMAT, enabling us to provide treatment effectively and quickly. The facility of onboard imaging helped us pinpoint the tumors with precision and accuracy.” He further shared that the patients were pleased with their experience. “We received good feedback from them. They loved the staff and that each session took approximately 15 minutes. This meant they could continue with their day afterward.” Over time, the Centre for Radiation Oncology will roll out additional services, including External Beam Radiation Therapy (EBRT), 3-D Conformal Radiation Therapy (3DCRT), Intensity Modulated Radiation Therapy (IMRT), and Image-Guided Radiation Therapy (IGRT). Special services will be offered, such as Stereotactic Radiosurgery (SRS), Stereotactic Body Radiotherapy (SBRT), and Total Body Irradiation (TBI), as well as Brachytherapy Services. Health City’s Chief Business Officer Shomari Scott noted, “It’s a historic day for Health City and the Cayman Islands. We are happy that our people can stay home for advanced cancer treatment with the outstanding health care resource, the Radiation Oncology Centre. We look forward to continuing to provide this and other services while saving more lives.” Health City’s Centre for Radiation Oncology is the first phase of the 70,000-square-foot modern, state-of-the-art medical facility being developed on three acres of land in southern Camana Bay for US$100 million. It will be officially named the Gene Thompson Radiotherapy Centre in homage to the late developer and entrepreneur, who was instrumental in establishing Health City. Upon completion, Health City Camana Bay will feature several medical specialties not currently available in the Cayman Islands. Key among those will be a neonatal intensive care unit (NICU), an emergency pavilion and critical care unit, and a robust multispecialty program that includes robotic surgery. The facility expects to be fully operational in 2024.
Milestones like a 30th Anniversary are often an opportunity for reflection. That’s why the team at Kirk Office spent time recently reflecting on 30 years of service to the community and what it means to be a leader among local businesses. According to Managing Director Geoffrey Cuff, it all comes down to customer experience. “While offering good products at a good price is important, providing a superior experience for our customers is the most vital part of what we do. Our focus over the years has always been on how do we create a better experience for our customers; whether that means offering tools to reduce the time you spend ordering your weekly supplies or just greeting you by name when you walk into our store, making our customer’s day just a little bit better is key”. Delivering a superior customer experience one innovative programme at a time: Kirk Office has implemented several initiatives over the years aimed at creating value for their customers. From offering a “one stop shop” for office supplies, computers and equipment, office furniture and even IT services, to innovative programs like office chair trials and ergonomic assessments, Kirk Office continues to lead the way in terms of offering value to their clients. A few examples include: Corporate Webstore Aimed at busy professionals, the Kirk Office webstore offers 24/7 access to an online catalogue of over 46,000 items, with rich features including detailed images, stock status, product comparisons and lists of commonly ordered items. Customer Portal Offering customers a seamless, easy-to-use tool to manage account information including account statements, order history, invoices and credit memos all in one place. Staff Training & Development Kirk Office is committed to helping staff develop their skills and supports them with regular professional development opportunities. These include technical training, professional development courses at the Cayman Islands Chamber of Commerce as well as attendance at industry seminars and events like Microsoft Inspire and Hewlett Packard Enterprise Discover. The result? More knowledgeable staff that are more attuned to the needs of the customer. Celebrating 30 Years with the Chamber of Commerce: Kirk Office is marking the occasion of their 30th Anniversary with a Chamber of Commerce Business After Hours on June 28, 2023. The event is aimed at being both entertaining and informative with guided tours of the Kirk Office facilities and raffle prizes to be won. Chamber members are welcome to attend and are encouraged to register via the Chamber of Commerce.
2023 marks the 30th Anniversary for local business and Chamber of Commerce member, Kirk Office. To mark the occasion, they are hosting a Chamber of Commerce Business After Hours event on June 28. In the 30 years since Kirk Office first opened their doors from a location behind Kirk Home Centre on Eastern Avenue, much has changed for the company, in the world of business and in our local community. As their 30th Anniversary celebration approaches, sustainability has emerged as a major factor for the company. As Managing Director, Geoffrey Cuff explains: “We believe it’s our duty to make our business more sustainable, which is why we’ve enacted several initiatives aimed at reducing our impact on the environment. From a fleet of zero-emissions vehicles to sustainably sourced paper options, we’re continually striving to be a better steward of the earth for the next generation”. According to Mr. Cuff, local businesses share a responsibility to limit their impact on the environment, particularly in terms of waste reduction. “Cayman is fairly small in terms of space; so we should do all that we can to divert as much waste as possible from landfill while ensuring our business operations have a minimal impact on the local environment”. Making Sustainability a Priority: The sustainability initiatives enacted by Kirk Office have had very real results over the years. Some of the key achievements of their efforts include: 3,300 gallons of fuel saved every year thanks to a fleet of electric vehicles. 500+ pieces of equipment diverted from landfill and responsibly recycled. 4000 fewer cardboard boxes per year make a 1-way trip to landfill thanks to reusable delivery totes. Office Equipment, furniture and supplies delivered with clean, green solutions: Zero Emissions Fleet With most deliveries occurring within 10 miles, electric delivery vehicles are a great option. What’s more, zero emissions vehicles have reduced fuel consumption by over 3000 gallons per year. Reusable Totes Reusable delivery totes used by Kirk Office keep more than 4000 boxes from landfill every year. Kirk Office also encourages customers to place used toner cartridges in the bins upon return, providing a convenient option for recycling. Equipment and Toner Recycling Keeping e-waste out of landfill is an important part of Kirk Office’s sustainability efforts. When they install a new copier or other piece of office equipment, they offer to take the old one away and recycle it in a responsible manner. Green Products Catalogue Kirk Office believes in providing sustainable choices when it comes to business supplies and equipment. Their catalogue contains more than 2500 “Green” items consisting of biodegradable, post-consumer recycled, and sustainably sourced materials. Join fellow Chamber of Commerce members at the Kirk Office Business After Hours on June 28 at 5:00pm and learn more about these and other sustainability initiatives happening at Kirk Office. Register to attend via the Chamber of Commerce.
The Chamber’s Annual Parliamentary Luncheon on 14 June, at the The Kimpton Seafire Resort And Spa offers a great opportunity for Chamber members businesses to meet with Members of Parliament over an informal lunch, and engage in frank conversation on policy and procedure. Premier, the Hon. Wayne Panton, MP, JP, will deliver the keynote address. Chamber President Nelson Dilbert will deliver remarks on behalf of the membership and Council. Members can reserve a table of 10 with one seat allocated to a government representative. Individual or multiple seats are also available. The annual parliamentary luncheon is one of the Chamber’s flagship events in its role as advocate – bringing issues and concerns from leaders of Cayman’s business community to the attention of key decisionmakers – thereby ensuring proper representation. Member businesses cover a wide spectrum of industries, so that events such as the Parliamentary Luncheon are vital channels of feedback for policymakers, so that they can ensure that policies and new laws working as intended. FOR FURTHER INFORMATION CONTACT: Swan Sandoval at 743-9124 or email Swan.Sandoval@CaymanChamber.ky CLICK HERE TO DOWNLOAD THE SPONSORSHIP DECK & FORM
This year, Kirk Office marks 30 years of serving the Cayman community. To mark the occasion, they are hosting a Chamber of Commerce Business After Hours event on June 28 at their location on North Sound Road. The event promises to be an entertaining and informative occasion, featuring tours of the Kirk Office facilities along with live demonstrations of some of their business-focused solutions in action. Representatives from several business partners will also be on hand to celebrate the milestone and speak with attendees. Looking back at 30 years of service to the community, Managing Director Geoff Cuff notes one common theme: a focus on the customer. “While we provide a comprehensive range of products and services, we pride ourselves on a continuous commitment to our customers, delivering across three core pillars: Convenience, Expertise and Reliability”. Over the years, technology has become a more prominent factor in the customer experience. As Mr. Cuff notes: “To that end, we have invested heavily in technology aimed at creating a better experience for our customers including an online customer portal and mid-market ERP for fast order processing”. The Kirk Office business After Hours event will take place beginning at 5:00pm on Wednesday June 28. All Chamber of Commerce members are welcome to attend by registering via the Chamber of Commerce. A brief history of Kirk Office over 30 years: 1993: Kirk Office Equipment Limited opens its doors from premises behind Kirk Home Centre off Eastern Avenue. 1999: Construction begins on a new 14,000 square foot facility on North Sound Road. 2000: Kirk Office Equipment relocates to their current address at 67 North Sound Road. 2005: Kirk Information Solutions & Services (Kirk ISS) is launched in response to a growing need for high-end IT solutions and services for local businesses. 2008: An 8000 square foot extension was added to our facilities, dramatically increasing warehouse space, accommodating an expanded Service department and a fast-growing Kirk ISS. 2013: Kirk Office Equipment Ltd rebrands as Kirk Office with a refreshed, distinctive look and a renewed commitment to customer service. 2013: Kirk Office launches the first webstore for Office Supplies in the Cayman Islands, offering convenient 24/7 online ordering for busy professionals across Grand Cayman. 2014: Kirk ISS is recognized with its first of five Microsoft Partner of the Year awards for exceptional development and delivery of Microsoft solutions in the Cayman Islands. 2018: In time for their 25th anniversary, the first of Kirk Office’s electric vehicle fleet hits the roads of Cayman, providing zero-emissions delivery of office supplies and equipment. 2020: The company’s annual “Give Back to Schools” program crosses the milestone of $50,000 given back to local schools. About Kirk Office today: In addition to a retail store operated from 67 North Sound Road selling computers, accessories, small and home office furniture, Kirk Office helps local businesses work smarter with 4 distinct business units: Corporate Supplies Contract Furniture Document Solutions IT Services (Kirk ISS) Our team today consists of 80 employees across Purchasing, Sales, Service, Marketing, Retail, Warehousing, and Accounting functions. We’re proud to say that 75% of our staff are Caymanian.
Get your business on track for 2023 with the Chamber Training Centre The Chamber Training Centre offers a wide variety of courses, including internationally recognized training opportunities so, you won’t need to leave the island to improve your personal career prospects. Investing in your staff through the Chamber Training Centre will help provide the motivation needed to advance your business goals. There are more than 20 different courses that have been developed in partnership with experts in their field, to bring the highest quality training and professional development opportunities to local businesses. Our Training Centre Schedule is available by visiting https://www.caymanchamber.ky/events-training/training-centre/ where you can find a course that meets your staff training and professional development goals. Many of our courses fill up quickly, so it is a good idea to book your training session early. All of the Chamber’s courses are affordable, and there is also a discount for chamber members. Our network of established local resources means that we are often able to provide our courses at a fraction of what they would usually cost if an individual company were to provide them. The Chamber Training Centre offers five different categories: Workplace Essentials covers areas vital to all business success, excellence in customer service, or impactful communication. The internationally-acclaimed Ken Blanchard Series offers world class leadership training without having to set foot outside the Cayman Islands. Our ‘Legal Assist’ programme provides you and your employees with affordable legal help from trained industry professionals. The ‘Small Biz Bootcamp’ is a series of free workshops, especially designed to get small and micro businesses off the ground. Finally, ‘Made For You,’ provides the option of arranging a specially-curated course specially tailored to meet the particular needs of your business. For more information about specific courses or creating a new course to meet your particular needs, contact the Chamber today by visiting https://www.caymanchamber.ky/events-training/training-centre/
Chamber President – Nelson Dilbert. Owner/Distiller, Cayman Spirits Company A Caymanian Entrepreneur, Nelson He is passionate about supporting his islands through business and through community service. He started at Big Daddy’s Liquor Store in 1998, quickly working his way up to become manager two years later. Always seeking new challenges, Nelson opened Hammerheads Brew Pub in 2003 before developing Cayman’s first locally produced rum in 2006. Since then, the Cayman Spirits Company has expanded and are currently marketing a range of locally branded products across North America and Europe. Nelson believes in including people with disabilities into the workforce and is an active member of Rotary Central. He previously served on the Chamber Council as Vice President and President-Elect. President-Elect – Joanne Lawson. Chief of Staff, Dart Enterprises Ltd. In her role as Chief of Staff to the CEO at Dart, Joanne ensures strategies and business operations are aligned with the company’s purpose, values and priorities Joanne leads enterprise-wide projects and oversees a number of organisational functions including human resources, legal, marketing and community development. Joanne’s professional experience includes hospitality, property management, human resource management and business operations. Passionate about family, fitness and supporting the local community, Joanne is a Rotarian ‘on leave’, as well as being a former director of Big Brothers Big Sisters Treasurer – Colin Robinson, Director, Strategic Risk Solutions, Cayman Islands Colin has over 15 years’ experience in the insurance industry ranging from the captive to the commercial underwriting marketplace. Prior to joining SRS, Colin worked as a Senior Account Manager and Assistant Vice President with Marsh Management Services in the Cayman Islands. Colin works with single parent captives, segregated portfolio companies and has dealt with clients in the healthcare, construction, and insurance industry as a captive manager. Colin is a former instructor with the International Center for Captive Education. He serves as Vice Chairman and member of the Legislative and Regulatory Committee and Insurance Managers Association of the Cayman Islands. Vice President – Omari Corbin, Area Vice President, RBC Royal Bank (Cayman) Ltd. A banking professional with 20 years’ experience throughout the Caribbean, Omari has held progressively senior roles in Barbados, the Eastern Caribbean and the Cayman Islands. He is past president of the Cayman Islands Bankers Association and is also a member of the 2017 Leadership Cayman cohort. A constant contributor to his community, Omari is passionate about mentorship. He has been a board member of Big Brothers Big Sisters, as well as being a Chamber Mentor. Outside work, Omari enjoys family time, playing sports, reading, and traveling. He lives in the Cayman Islands with his wife, Lise, and their two children, Gabriel, and Madison. Secretary – David Johnson, Managing Director, Corporate Electric Ltd. David Johnston was born in Ottawa, Canada and moved to the Cayman Islands in 1995. In 2001, he joined Corporate Electric Ltd. to focus on the growth of the electrical service department and was tasked with securing most of the existing distribution lines. He became Managing Director In 2009. David currently serves as President of the Cayman Society of Architects, Surveyors and Engineers, President of the Cayman Contractor’s Association (CCA), Treasurer of the Cayman Islands Facility Management Association (CIFMA) and is also a member of Cayman Islands Renewable Energy Association (CREA). Heather Halsey, Director/Coach, CaymanHR With more than 25 years in the offshore finance industry, Heather brings a wealth of knowledge and energy to every project she undertakes. Her resumé includes qualifications and roles in all aspects of Human Resources and Recruitment, Leadership Coaching and Training, Operations, Project Management, Technology, Law, Marketing, Banking, and Insurance. Heather is committed to helping businesses grow and teams reach optimal performance through analysis and implementation of people, product and process solutions. Outside of work, you will find Heather enjoying life in the Caribbean with her husband and teenage children, travelling, or engaged in community organizations such as Chamber of Commerce, CISHRP and CIPCA. Kendra Foster, Managing Partner, Ocorian Law (Cayman) Ltd. Kendra Foster was admitted as an attorney-at-law in the Cayman Islands in 2005. She has over 17 years of experience in the Cayman Islands financial services industry. She is a Council Member of the Cayman Islands Legal Practitioners Association, a Deputy Chair of the Cayman Islands Immigration Appeals Tribunal and a Deputy Chair of the Cayman Islands Planning Appeals Tribunal. Proficient in financial services, investment funds, and general corporate commercial practice, Kendra specialises in regulatory oversight, licensing, risk management and information disclosure. She routinely advises on anti-money laundering, counter-terrorism financing, counter-proliferation financing, and sanctions. Steve Bramwell, Owner, Artech Ltd. Owner of A/C company Artech Ltd, Steve loves serving the community and providing high quality services at a reasonable cost to all his customers. Born in St. Ann, Jamaica, Steve moved to Grand Cayman with his family in the early 1980s. He studied Mechanical Engineering at the University of Technology in Jamaica and then returned to the Cayman Islands where he gained valuable experience with a local contractor before launching Artech. Steve is the proud father of a teenage daughter. He enjoys riding motorcycles discussing new ideas, and is partial to a small bowl of freshly steamed plain rice at the end of a long day. Matthew Adam CPA, Director, Cayman Crystal Caves Matthew is currently an Audit Director at Rankin Berkower (Cayman) Ltd and has over 15 years’ experience in Financial Services, providing accounting and auditing services to hedge funds, trust companies, private banks, and other investment vehicles. Matthew is a Director of BSA Consulting Ltd., which manages the Cayman Crystal Caves tourist attraction. He is also a member of the Board of Trustees of the International College of the Cayman Islands and a Director of the Port Authority of the Cayman Islands and served on the Board of Directors of the Cayman Islands Development Bank between Read more…
Junior Achievement is reaching out for volunteers to become host sponsors, ready for the relaunch of the Company Programme this October. Company volunteers serve as “business advisors” to the 15-17 year-old high school kids, as they form their own company, complete with their own logo, company board and product which they market. The sessions happen at a location of the Sponsor’s choosing. Recently, JA Cayman held a Donor Appreciation Luncheon at the Thatch & Barrell Restaurant, Pedro St. James to say a big thank-you to just some of the companies who have helped touch the lives of more than 37,000 young people who have attended the programme since Rotary Central started it here in 1991. Last year the Chamber signed an agreement with Rotary Central taking over the programme’s running, over a two – year transition period. The programme’s post-covid reintroduction, under JA Cayman’s Executive Director Swan Sandoval, has been very successful, with all of Cayman’s Secondary schools getting getting on board for the first module, Economics for Success. The programme is presently engaging 300 students in help with financial management, entrepreneurship, and goal-setting skills. After the Luncheon Ms. Sandoval and Chamber CEO Wil Pineau both encouraged the past donors to assist with the programme once again. Chamber President Nelson Dilbert praised the programme for nurturing Cayman’s future entrepreneurs and pledged CI$ 5,000 on behalf of one of his companies, the Alexander Hotel. If you feel that you or your business can help by becoming a host sponsor, or you have any questions, contact Swan Sandoval, firstname.lastname@example.org
The first quarter of 2023 has been a very successful one for the Chamber Training Centre, with many employers registering their employees. The Chamber of Commerce are leaders in professional training and development in the Cayman Islands, and Chamber Training courses are specially designed to help you attain success in Cayman’s unique business environment. Chamber Training is divided into Workplace Essentials, which gives employees the tools they need to succeed, the highly acclaimed Ken Blanchard Leadership series and Legal Assist, which provides practical and affordable legal advice for business owners and managers. Our Small Biz Bootcamps are free and provide just the information you need to get going if you run a small or micro business. Recently, our Ken Blanchard Leadership series is a globally – acclaimed series available to you, without having to leave the Cayman Islands. Sheron Campbell, one of the participants of the Blanchard Management Essentials course, felt she had learned a lot from the day-long session: “I really enjoyed it. The course focussed on goal setting, and there were good points on praising your team and redirecting them. I like how we approach a situation by giving respect to our employees and show them that they are valued.,” she said. Looking ahead, there are many opportunities for you or your staff to register for our Chamber Training Courses throughout April, May, and June. Between 19 and 26 April a series of 2 day workshops in the Ken Blanchard Leadership Series teachers managers how to develop faster, succeed more, and reach their full potential, while the one-day Self-Leadership course helps creates a workforce of self-leaders who are empowered to contribute more. . Basic Accounting on 10 May transforms accounting into easily understood concepts and is designed for anyone who needs to gain an understanding of basic accounting as part of their job, QuickBooks (Desktop) on 14 June is just right for people who have already started using QuickBooks, but would like to gain proficiency. There also are two Legal Assist courses in June, one focussing on health insurance and pensions (1 June, and the other one focussing on the law governing landlord and tenant relations (22 June.) A full list of all Chamber Centre Training courses with online registration is available here: https://issuu.com/caymanchamber/docs/ctc_2023_-_schedule_-_v1