Photo Caption: Michael Harper, Member Support Agent, The Jamaica National Group.
Little did Michael Harper know that advice given to him as a child, more than two decades ago, would be a guiding principle in his approach to customer service delivery today.
He vividly remembers how his father, Michael Harper Snr, a security guard, would often tell him and his brother, while they were students at the Kingston-based St Peter Claver Primary School, to “quit taking it personal.” The lesson was meant to keep them out of fights with other children.
“My brother and I were angry little ‘birds.’ We were explosive as children,” Mr Harper recalled, admitting that they would get into altercations with other children. During one such incident, their father visited the school to defuse the situation and, in doing so, shared words of wisdom that would ultimately shape Mr Harper’s entire outlook on life.
He said his father told them: “‘You can’t go through life getting angry at everything. He who angers you, controls you.’”
“Certain things he taught us have kept us alive and being able to remain composed, even in the face of disrespect. There are a lot of times people see me going about my business and try to provoke me and I just keep my head straight. There’s a lot of things he taught us about character development,” he said, adding that he grew up in the Waltham Park Road community that often experiences tension from various factions.
As a Member Support Agent with The Jamaica National Group, Mr Harper applies that same principle of maintaining composure in his work, dealing with customers with patience and professionalism.
“I still don’t react to most things, even when customers [get upset]. I just say, ‘I still want to help you, and I need you to help me to help you.’ That’s one of my strategies to de-escalate any customer,” he explained.
The Camperdown High alumnus, who worked at three Business Process Outsourcing entities before joining The Jamaica National Group, further pointed out that his commitment to excellence in customer service also stems from his own encounters with poor service.
“The reason I always strive to provide good customer service is because of my experiences with bad customer service. I’ve had encounters where I thought, ‘These individuals should never have been hired.’”
A customer, who requested anonymity, shared how Mr Harper’s excellent customer service delivery extended to his mother recently left a profound impression on him.
He related that his mother required assistance with setting up her JN online banking account and that she had taken note that Mr Harper was a JN employee.
“Trusting her instincts, she decided to seek his help one evening as he was making his way home after 9 p.m. What followed was nothing short of extraordinary. Mr Harper not only walked her through the steps to set up her account but also extended his help to two of her friends who joined later. It was almost 10 p.m., yet he patiently guided them through the process, explained account types, loans, mortgages, and even provided instructions for international wire transfers,” he disclosed.
“Employees like him are not only assets to JN but also to the broader community,” he maintained.
Mr Harper, who has been working with The Jamaica National Group for just over a year, shared that his passion lies in helping others.
“I actually like figuring out issues for people. I like to solve problems to ease their stress. Anything to help people, that’s my joy.”
He pointed out that while he treats all customers with respect, he pays extra special attention to senior citizens citing that relating to his grandmothers, he realises the importance of exercising patience.
Sanya Hamilton-Blake, Customer Experience and Service Recovery Manager, JN Bank, in commending Mr Harper for his willingness to go above and beyond in attending to customers, said that he exemplifies the high standards of customer service that The Jamaica National Group upholds.
“His exemplary commitment to assisting customers truly sets him apart. He goes the extra mile to ensure that every customer receives the support they need, approaching each interaction with a genuine willingness to help. His dedication enhances the customer experience and reflects the core values of exceptional service. We are proud to have him as a part of our team.”
“We place a strong emphasis on delivering excellent customer service at JN because we recognise that every engagement with our customers is important. Each experience shapes their perception of our brand, and we are committed to ensuring that every moment is positive and reflects our dedication to their needs,” she pointed out.
