The International Customer Service Institute launch online
customer service assessment tool
February 22 2010: The International Customer Service Institute
(TICSI) has launched a free online customer service assessment and
benchmarking reporting solution. This online assessment tool and
benchmarking facility is accessible to organisations globally via
The International Customer Service Institute's website
Hundreds of organisations across the globe are already making
the most of this free service with Vodafone Fiji Ltd (Fiji), WD-40
(USA), Worldmark (UK), ARRB Group Limited (Australia), Samsung
Deutschland GmbH (Germany), Sodexo (China), Epson (India), NYSE
Euronext (France), Abu Dhabi Tourism Authority (UAE), Abu Dhabi
Police (UAE), Ministry of Presidential Affairs (UAE), Erste &
Steiermarkische Bank (Croatia), Department of Trade and Industry
(South Africa) and University of Montreal (Canada) just some of the
organisations across the globe taking the time to assess their
customer service performance online.
Robert Keay, Founder and Chairman of The Institute (TICSI), "We
have developed this online reporting tool to provide every
organisation striving for excellence the opportunity to integrate
customer service performance measurement, improvement and
benchmarking into their quarterly routine with ease."
Keay continues, We have decided to provide free access to all
interested organisations in accordance with our vision of creating
awareness and setting a global standard of service delivery. We
also hope free use of our online tool with educate organisations of
the many benefits associated with consistent customer service
performance measurement and improvement."
This online customer service assessment is based on the
practical guidelines of The International Customer Service Standard
(TICSS). The concept behind TICSS is founded on the 5P's Service
Quality Model, developed by Philip Forest (co-founder of The
Institute (TICSI)) following a research programme at Brunel
University, London in 1985. The 5P's Service Quality Model has been
successfully applied across many organisations and varying sectors
globally. This model distinguishes five key pillars (the P's)
of customer service excellence: Policies, Processes, People,
Product/Services and Premises with high emphasises also placed on
the importance of continuous customer service performance
measurement.
Philip Forrest ACII, FCIM, CM, FICSI, co-founder of The
Institute (TICSI) explains; "Each 'P' holds importance in its own
right, however the achievement of customer service excellence is
completely dependent upon each organisations ability to excel in
all five key factors simultaneously. Ultimately it's the
development and execution of well thought out customer service
focused 'Policies' within each organisation teamed with highly
competent and committed 'People' that will drive service delivery
improvement and build a loyal customer base.
Forrest continues, Now The Institute (TICSI) is offering an
online assessment and benchmarking facility following the 5P's
Service Quality Model. This assessment is direct and immediate
ensuring flexible reaction to changing business environments and
customer expectations - I believe this will absolutely be the wave
of the future allowing free customer service performance reports to
be easily communicated through to the management team."
Keay summarises, "We're immensely proud of our online assessment
and benchmarking solution as this has been a dream of The
Institute's (TICSI) since we formed in 2005. Too few organisations
take the time to analyse and measure how they perform in the eyes
of their customers. This tool allows organisations to review their
customer service performance, identify areas of improvement and
learn from their shortfalls. We're confident organisations across
the world will find value in this tool."
Any organisation whose overall customer service
performance score reaches 55% and above is eligible to be
internationally recognised and certified by The International
Customer Service Institute (TICSI) and its global certification
partner, British Standards Institution (BSI).
There are three levels of customer service certification
available:
- International Excellence = 90% +
- International Benchmark = 75% to 90%
- International Standard = 55% to 75%
About The International Customer Service Institute
(TICSI):
The Institute (TICSI) was founded in 2005 and aims to
inspire the achievement of the highest standards of professionalism
in all aspects of customer service in every international market. A
need was identified globally for a universal customer service
standard; The Institute (TICSI) has developed The International
Customer Service Standard (TICSS) and set this as the cornerstone
of customer service excellence globally.
Established to collate and amass best practices in customer
service, The Institute (TICSI) strives to support interested
organisations and individuals with the resources they need to excel
in all elements customer service performance. The Institute's
(TICSI) ultimate goal is to educate, encourage and reinforce the
use of global customer service standards across diverse and always
changing international business environments.
TICSI operates from London, Dubai and Singapore with global
partners placed in selected countries worldwide.
For more information please contact:
Dr. Janine
Tan
Head of
Institute
janine.tan@ticsi.org
Kara Byrne
Marketing Manager
marketing@ticsi.org
+971 4 331 5288
