THE CUSTOMER SERVICE EXCELLENCE STANDARD
All customers have the right to expect a high level of customer service with any organisation that hopes to retain their customers and grow their business and services. The launch of this new standard by the Cabinet Office on 10th March 2008 heralds the beginning of a new era in Government thinking and the promotion of Customer Service Excellence.
This new standard builds on the legacy of the highly prestigious Charter Mark standard which has been available to public sector organisations since 1990. Organisations which achieved this standard found the experience to be useful in the guidance that they received from the standard and the assessment experience. Organisations found assessment of their performance against the standard left staff highly motivated in all aspects of customer service.
The Customer Service Excellence standard has been released after a great deal of research carried out by the Government's Office for Public Service Reform. The new and improved standard is based on the following key principles of customer service:
- Segmentation – Who are your customers?
- Customer Insight – What do they need?
- Customer Journey Mapping – How do you ensure their needs are met from beginning to end?
- Access Channels – How do they use your service?
- Drivers of Customer Satisfaction – Are your customers satisfied?
The focus of the standard is to embed Customer Service Excellence in to the culture of the organisation, by using the criteria at the heart of your day to day activity.
The standard comprises 5 criteria:
- Criterion 1 – Customer insight
- Criterion 2 – The Culture of the organisation
- Criterion 3 – Information and access
- Criterion 4 – Delivery
- Criterion 5 – Timeliness and quality of service
Request a copy of the Customer Service Excellence standard.
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