Why did you wish to achieve the Customer Service Excellence Standard?
We need to find a standard for our service delivery in which puts our students at the heart of our main service. It is also an opportunity to get feedback from someone outside the organisation to look at our service as a whole and determine our strengths, weakness and improvements that can be made.
What was your approach to assessment?
We benchmark our evidence and submission with Student Hub (One of the current holders of CSE in our organisation), regular meetings with the assessor to gain more insights about what customer service excellence standard is, regular meetings with colleagues to gather evidence alongside deadlines dates set.
What have you experienced as the impact/benefit of the CSE Standard?
We evaluate and dive deeper into our processes, we think more regularly about whether processes within our area was made with customers (in our instance, students) in mind.
How did the assessment feedback support you?
The report will help outline our next objectives/ planning of the year. It acts as a clear guideline and will be use as our KPI for the upcoming years.
Why did you choose Assessment Services Ltd for your assessment?
We were recommended by the Head of Student Support Hub. (One of the current holders of CSE in our organisation)
Author
Regina Tiffani,
www.uel.ac.uk
