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