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Business View Caribbean
airlines, the freight forwarders, the small companies,
will take a smaller part of the market share.”
James believes that the key factor that differentiates
DHL in Jamaica, and is largely responsible for the com-
pany’s success, is its fully-accredited CIS (Certified In-
ternational Specialist) training program it provides for
its employees. “This is a program that equips all our
staff with the knowledge and skill set on how to do
business in different countries, deal with customs –
basically, how we do everything. So, you can talk to
anybody in the company and they can tell you what to
do. It really sets us apart from the competition.”
Another competitive advantage, according to James, is
DHL Jamaica’s local customer service. “We don’t have
an 800 number that Jamaican customers will call and
get somebody in Texas or India,” he says. “When you
call, you’re getting somebody in Jamaica; you’ll be
