Available to companies and organisations in any sector, Customer Service Excellence operates on three levels. It is a means to benchmark user experience against a national framework, an opportunity to develop customer service skills, and a valuable tool for those striving to be the best they can be.
Centre for Assessment offers robust assessments against the Customer Service Excellence Standard.
All of us work with customers. There are those internal colleagues, team members, managers with whom we transact daily. We also have external ‘consumers’ or ’end-users’ of our products or, based on our industry/profession, ‘clients’, ‘patients’, ‘students’, ‘residents’ or a different term. Whichever word your business/organisation uses for ‘customers’, they are an essential part of what we do and why we do it.
Recognising customer groups and evaluating their needs and expectations is the heart of the Customer Service Excellence Standard.
Designed to challenge organisational culture in relation to the focus on internal/external customers and based on extensive research, the national framework provides an opportunity to benchmark what you are doing, ensuring that you are providing a first-class service.
Whether you seek external recognition for excellent practice and/or a practical tool for continuous improvement, Customer Service Excellence will help you measure the quality of your service and meet your objectives.
Introduced by the Cabinet Office in 2008, Customer Service Excellence was intended to promote a customer-focused culture within the public sector, replacing the Charter Mark scheme. It is now incredibly popular with Whitehall departments, local authorities, universities and colleges, housing associations, regulatory bodies and many others.
It is also building popularity across the private and third sectors, with new clients coming forward daily. Centre for Assessment works with the retail, travel, legal, marketing, print, care, financial, charity and several other sectors.
Customer Service/User Experience professionals in companies/organisations of any shape and size should consider achieving the Customer Service Excellence award.
Customer Service Excellence is a framework of 57 elements grouped in five criteria:
These cover every aspect of customer service, including customer journey mapping, complaints, first contact resolution, data protection, social responsibility/engaging communities, innovation and much more
Implementing CSE and having us complete an assessment against the Standard has many potential benefits. Certification may enable you to:
Centre for Assessment is a licensed certification body, working on behalf of the Cabinet Office to assess and certify organisations to the Customer Service Excellence Standard. We are also regulated by the United Kingdom Accreditation Service (UKAS) to ensure our work is impartial, value-adding and rigorous.
We can assist your whole journey from initial research into whether CSE is right for you – and whether this is the right time to apply – through to bespoke workshops and awareness sessions, pre-assessment services and post-assessment support.
Customer Service Excellence needs to work for everyone associated with your organisation. Contact us to discover more.
Customer Service Excellence is a complete framework to ensure the experience of your customers/service users is the best it can be. It complements and enhances several of Centre for Assessment’s other products such as Lexcel and ISO 9001. We may be able to complete consecutive assessments against multiple Standards, minimising any potential disruption to your day-to-day activities.
Customer Service Excellence also links closely with the British Standards around Valuing People.
We would encourage you to consider how multiple Standards can work in parallel to strengthen your business or organisation.
Centre for Assessment offers a wide range of training workshops to support your journey towards becoming certified.