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Customer Service Excellence Customer Service Excellence – a practical tool for driving customer-focused change.
The Government wants public services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of public service provision. With this in mind Customer Service Excellence was developed to offer public 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 has meant a great deal to Wakefield and District Housing. Say's Christine Booth, "It means that we have external scrutiny and validation of the highest order. We enjoy a Government award for excellence in service provision, which is instantly recognisable for quality and which further enhances our brand." "The service package we used with the Centre for Assessment is a systematic and comprehensive framework for self assessment and self awareness. It has the scope and flexibility to apply to any organisation. It certainly gives Wakefield and District Housing the ability to display both customer care and creativity, showcasing what we do by ‘walking the talk’. It prompts us to dig deeper within our services and to examine our priorities. CSE focuses on the insight we have into who are our customers and to constantly understand their values, needs and aspirations."
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