The Customer Service Assessment tools allow organisations to review their customer service performance, against The International Standard for Service Excellence (TISSE2012). 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 Standard for Service Excellence, a Site Assessment will need to be completed prior to certification.