Customer Service Assessment Tools
The Customer Service Assessment tools allow organisations to
review their customer service performance, against The
International Customer Service Standard (TICSS2010). The
online tools can help organisations identify areas of improvement
and current gaps in performance which are preventing them from
delivering customer service excellence.
The Institute has recently developed a detailed Site Assessment Tool.
This tool contains features such as detailed requirements for each
criterion and pop up boxes with explanations for any technical
terms used throughout the Standard. This comprehensive tool
enables organisations to accurately assess themselves against the
requirements and ensure a detailed report of their current
performance in service. The reporting feature also enables
service quality assessors to identify key strengths and weaknesses
produce trend reports on performance. This tool is an
essential part of any organisations customer service improvement
programme.
The International Customer Service Institute (TICSI) strongly
recommends the adoption of a Site Assessment as a quarterly routine
to assist organisations with continuous monitoring of their
changing business environment and customer needs. Regular
assessment ensures the organisation remains competitive and up to
date regarding its customers' expectations.
For organisations who wish to implement The International
Customer Service Standard, a Site Assessment will need to be
completed prior to certification.
