CUSTOMER SERVICE EXCELLENCE STANDARD
The Customer Service Excellence standard aims to make a tangible difference to public service users by encouraging provider organisations to focus on their individual needs and preferences.
In order for your organisation to be recognised as achieving Customer Service Excellence you must be successfully assessed against the criteria of the standard by one of our licensed certification bodies. The five criteria of Customer Service Excellence include:
Customer Insight
Effectively identifying your customers, consulting them in a meaningful way and efficiently measuring the outcomes of your service are a vital part of this approach. It’s not just about being able to collect information; it’s about having the ability to use that information.
The Culture of the Organisation
It is challenging for an organisation to build and foster a truly customer focused culture. To cultivate and embed this there must be a commitment to it throughout an organisation, from the strategic leader to the front-line staff.
Information and Access
Customers value accurate and comprehensive information that is delivered or available through the most appropriate channel for them. Putting your customer first can be an important step towards providing effective communications.
Delivery
How you carry out your business, the outcomes for your customer, and how you manage any problems that arise can determine your organisations success. Ccustomers’ views about the outcomes of your services are just as important as achieving the main indicators your organisation uses to measure its performance. Listening to, and asking for, comments, feedback and complaints can be a great way to make small adjustments to the way your organisation runs.
Timeliness and Quality of Service
The promptness of initial contact and keeping to agreed timescales is crucial to your customers satisfaction. However speed can be achieved at the expense of quality, therefore the issue of timeliness has to be combined with quality of service to ensure the best possible result for customers.
The detailed criteria, and their relevant elements, can be found in the Customer Service Excellence standard which is available to download from this website.
Customer Service Excellence Standard [Pdf 332KB]
Glossary of Terms
To compliment the standard we have developed a Glossary of Terms which you may find useful as you work through the standard and the self-assessment tool.
