Customer Service Excellence – a practical tool for driving customer-focused change.
Today’s customers expect services that are efficient, effective, excellent, equitable and empowering,placing them at the heart of service provision. With this in mind Customer Service Excellence was developed to offer organisations 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 satisfaction.
Customer Service Excellence is designed to operate on three distinct levels:
- as a driver of continuous improvement. By allowing organisations to self assess their capability, in relation to customer focussed delivery, identifying areas and methods for improvement;
- as a skills development tool. By allowing individuals and teams within the organisation to explore and acquire new skills in the area of customer focus and customer engagement, thus building their capacity for delivering improved services
- as an independent validation of achievement. By allowing organisations to seek formal accreditation to the Customer Service Excellence standard, demonstrate their competence, identify key areas for improvement and celebrate their success.
What is in it for you?
Customer Service Excellence can benefit both your staff and your organisation in a number of ways: As a diagnostic tool. By posing a series of questions around the 5 criteria of the standard, Customer Service Excellence builds a picture of your organisation and how customer focused it truly is. It challenges you to look afresh at your organisation from the perspective of the customer – examining what you deliver and how. A free online self-assessment tool allows you greater flexibility to how you and your team approach this.
Building Team and Individual Skills
At the heart of Customer Service Excellence are well researched concepts around the key aspects of customer insight and how this can be used to deliver a truly customer focussed service. It provides advice and guidance on a whole range of tools and techniques that can be used to deliver excellence. In this way both individuals and teams can learn new skills and gain greater understanding of these important concepts and how they can be used to build a truly customer focussed culture.
- Read and familiarise yourself with the Customer Service Excellence Standard. Get together with your colleagues to plan how you could use the standard and discuss with them how to take this forward.
- Contact Amanda Whitehouse on 01925 256661 to arrange an informal discussion.
Centre for Assessment Ltd can offer:
- professional, qualified assessors
- a mentor scheme
- opportunities to celebrate your organisations success in celebration events
- opportunities to combine your assessment with other frameworks
- a quality service at competitive rates
