Assessment and Certification Built Around Your Needs

Assessment And CertificationBuilt around your

organisation’s needs

W: www.centreforassessment.co.uk E: [email protected] T: 0161 875 2243

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Assessment and certification

built around your needs Amanda Whitehouse

Customer Service

Excellence Manager

Assessment and certificationbuilt around your needs

What is Customer Service Excellence

• An external accredited certification

• An opportunity to stand above your competitors

• A driver for continuous improvement

• An independent validation of service achievement

Assessment and certificationbuilt around your needs

• Since the launch of Customer Service Excellence in March 2008 the number of organisations to have met the standard has doubled year on year, with participation exceeding all expectations. In that time nearly 800 services have been assessed and certified, with a collective total of around 250,000 employees, making CSE the UK’s leading customer service standard.

Customer Service Excellence

Assessment and certificationbuilt around your needs

• Who are the customers ?

• What do customers want?

• How does Customer Service Excellence (CSE) help?

Customer Service Excellence

Assessment and certificationbuilt around your needs

The CSE Standard

Customer Insight

Culture

Information and Access

Delivery

Timeliness and Quality

Assessment and certificationbuilt around your needs

Who are the customers?

• Internal Customers – Colleagues, managers, Senior Managers etc

• External Customers – Main customer groups plus smaller segment groups

• Partners and Stakeholders – how smooth are your connections with Partners etc for the sake of your end user customers?

Assessment and certificationbuilt around your needs

Customer Service Excellence

• Drivers of satisfaction:

• Delivery• Timeliness• Information• Professionalism• Staff Attitude

Assessment and certificationbuilt around your needs

Customer Insight

• Understand who your customers are

• Engaging and consulting with them

• Check the customer is still satisfied

Assessment and certificationbuilt around your needs

What happens without insight?

• Costs to your business of creating unwanted services or products?

• Costs in time and resources

• How many times will the customer ask you for something before they ask your competitor?

Assessment and certificationbuilt around your needs

Culture of the organisation

• Does your Leadership, policies and culture encourage and allow excellent service to thrive.

• Staff professionalism and attitude

Assessment and certificationbuilt around your needs

Do you clearly defined what Excellent service looks like?

• Do your staff get an effect service tool box including:

• Training• Environment• Processes / policies • Empowerment

So they can deliver excellent service?

Assessment and certificationbuilt around your needs

Information and access

• Thinking about the information your customer see about you....

• Is it multi media?• Is it quality, clear and understandable?• How do people access you?• Working with other organisations to improve the

end users experience?

Assessment and certificationbuilt around your needs

Delivery

• Setting clear standards

• Achieving your standards and outcomes

• Dealing effectively with problems

Assessment and certificationbuilt around your needs

Timeliness and Quality of Service

• Specific standards for timeliness and quality

• Timely Outcomes

• Achieved timely delivery

Assessment and certificationbuilt around your needs

Customer Service ExcellenceSound Interesting?

• Consider what achieving CSE could mean for your organisation

• What support (if any) would you need

• Can you afford not to do CSE?

Assessment and certificationbuilt around your needs

Thank you for your time

• Amanda Whitehouse• Customer Service Excellence Manager

• 0161 8752243• 07799 881067• [email protected]• www.centreforassessment.co.uk