About the Standard

About the Standard

We all expect efficient, effective, excellent, equitable and empowering customer service – with the customer always and everywhere at the heart of service provision. In an ever more competetive and demanding society, getting the customer experience right is crucial to the success of any business or organisation.  With this in mind, Customer Service Excellence was developed to offer companies and organisations a practical tool for driving customer-focused change.

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.

How does it work and what are the benefits?

Customer Service Excellence is designed to operate on three distinct levels:

  1. as a driver of continuous improvement. By allowing organisations to self assess their capability, in relation to customer focussed service delivery, they are able to address areas and methods for improvement.
  2. as a skills development tool. By allowing individuals and teams to explore and acquire new skills in the area of customer focus and customer engagement, they can build their capacity for delivering improved services;
  3. as an independent validation of achievement. By allowing organisations to seek formal accreditation to the Customer Service Excellence standard, they can demonstrate their competence, identify key areas for improvement and celebrate their success.