Customer Service Excellence

Having completed our Customer Service Excellence assessor course, we have expanded our range of business consultancy services. We can now undertake the following services:

 

  • Advisory consultancy
  • Pre-assessment
  • Mock assessment
  • Improvement Support
  • Critical Friend
  • Customer Journey Mapping
  • Assessment Support

 

ABOUT THE STANDARD (Taken from the CSE website)

 

The Government wants services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of service provision. With this in mind Customer Service Excellence ® was developed to offer services a practical tool for driving customer-focused change within their organisation.

 

The foundation of this tool is the Customer Service Excellence ® standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

 

Customer Service Excellence ® STANDARD

 

The Customer Service Excellence ® standard aims to make a tangible difference to service users by encouraging provider organisations to focus on their individual needs and preferences.

 

In order for an organisation to be recognised as achieving Customer Service Excellence ® it must be successfully assessed against the criteria of the standard by one of the licensed certification bodies. The five criteria of Customer Service Excellence ® are outlined below. The detailed criteria, and their relevant elements, can be found in the Customer Service Excellence ® standard which is available to download from this website.

 

Customer Insight

 

Effectively identifying your customers, consulting them in a meaningful way and efficiently measuring the outcomes of your service are a vital part of this approach. It's not just about being able to collect information; it's about having the ability to use that information.

 

The Culture of the Organisation

 

It is challenging for an organisation to build and foster a truly customer focused culture. To cultivate and embed this there must be a commitment to it throughout an organisation, from the strategic leader to the front-line staff.

 

Information and Access

 

Customers value accurate and comprehensive information that is delivered or available through the most appropriate channel for them. Putting your customer first can be an important step towards providing effective communications.

 

Delivery

 

How you achieve your business aims, the outcomes for your customers and how problems are managed can determine your organisation's success. Listening to your customers views about the service provided can be just as important as achieving key performance targets. Comments, feedback and complaints from customers can help you to make vital adjustments to the way your organisation runs which can support better delivery.

 

Timeliness and Quality of Service

 

The promptness of initial contact and keeping to agreed timescales is crucial to your customers satisfaction. However speed can be achieved at the expense of quality, therefore the issue of timeliness has to be combined with quality of service to ensure the best possible result for customers.

 

Please get in touch if you'd like to discuss how we can help you through the assessment process.

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