Recipient: Heathside
Date: Monday 01 Jun 2020
The Customer Service Excellence quality mark is achieved through demonstrating we deliver Customer Service Excellence. We have been assessed as excellent in all criteria of the standard.
The five criteria of Customer Service Excellence are outlined below.
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 achieve your business aims, the outcomes for your customers and how problems are managed can determine your organisation's success. Listening to your customers' views about the service provided can be just as important as achieving key performance targets. Comments, complaints and other feedback from customers can help you to make vital adjustments to the way your organisation operates which in turn can support better delivery.
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.