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Benefits of Assessing your Customer Service Performance

The International Customer Service Institute's (TICSI) Online Site Assessment Tool is for organisations who are passionate about achieving excellence in customer service. The assessment of the level of customer service allows any entity (organisation, department or government) to assess and measure their customer service performance against the requirements of The International Standard for Service Excellence (TISSE). The benefits of Customer Service Assessment include:

  • Increased customer satisfaction
  • Increased customer engagement
  • Increased customer retention
  • Increased customer loyalty
  • Increase efficiency in service delivery
  • Become more proficient at handing customer complaints and customer feedback
  • Monitor your organisation's customer service performance
  • Identify your organisation's customer service strengths and weaknesses
  • Prepare an action plan based upon your Initial Assessment (Gap analysis) findings 
  • Efficiently allocate resources towards areas of your organisation which require customer service support
  • Become accountable and track implemented changes on a regular basis
  • Compare your organisation's customer service performance at different stages throughout the year - we recommend re-assessment every 6 months for optimal benefit
  • Provides a comprehensive customer service excellence framework
  • Ensures employees are have had sufficient customer service training in order to improve the customer service standards throughout the organisation
  • Create a customer service culture amongst staff
  • Measure and monitor your customer service excellence progress
  • Create customer service awareness and knowledge amongst staff
  • Customer Service Benchmarking opportunities to compare yourself against other organisations globally.