Why did you wish to achieve the Customer Service Excellence Standard?
Fire and Acoustic Seals has been built on delivering great customer service. However, we wanted a prestigious independently verified certification and comprehensive program to recognise our commitment to providing exceptional customer service: which would set our own standards to be the recognized leader in our industry. The program fitted perfectly with our ISO9001:2015 accreditation, the structured approach offers us the opportunity to regularly review our processes and procedures to identify areas for improvement and strive for even greater customer service.
What was your approach to assessment?
Achieving the Customer Service Excellence Standard was a rigorous comprehensive program that required us to involve all employees and stakeholders. From the pre-assessment survey to the day of the audit, it covers all stakeholders from the customer, employees, partners, and suppliers ensuring strong engagement and delivering a customer centric culture. Customer satisfaction was our top priority, we quickly learnt it’s a continuous journey and we adapted and innovated to meet these ever-changing needs. Our dedicated team of customer service representatives were empowered to make a difference every day. They received training and were equipped with the necessary skills and knowledge to handle customer inquiries effectively. Our employees are the key to delivering exceptional customer service. We fostered a culture of teamwork, collaboration, and continuous improvement. Regular feedback and performance evaluations ensured that our team was motivated and empowered to deliver exceptional results.
What have you experienced as the impact/benefit of the CSE Standard?
We were already good and achieving some exciting results, however the Customer Service Excellence certification drove several projects and actions which took us to a new level of customer concentric culture, establishing clear purpose, charters and values and embedding these into the business. The customer insight element allowed us to engage customers at a deeper level and gave us the opportunity to innovate and offer win-win solutions. Rating yourself and facing into real time feedback allows you to truly make lasting changes that have powerful impact for customers and the business.
How did the assessment feedback support you?
Neil, our assessor was fantastic and very supportive throughout the process. His encouragement and challenge allowed us to achieve more and strive for greater results. His comments regarding developing customers as advocates was invaluable and his suggestions regarding our website navigation were very pragmatic.
Why did you choose Assessment Services Ltd for your assessment?
After careful consideration we decided to go with Assessment Services Ltd due to their location and their previous experience of working with the private sector and the personable nature of our assessor.
Author
Fiona Norris – Customer Excellence and Office Manager
Paul Jefferies – Business Consultant
