The International Standard for Service Excellence (TISSE2012) contains the main principals required for the delivery of customer service excellence. It presents clear guidance on developing, implementing and improving a service quality system of a customer focused organisation.
The integrated principles, as outlined above, assist in improving, understanding and serving customer needs.
TISSE2012 focuses on adding value to the organisation by giving guidelines on what the customer expects and appreciates in return for their customer loyalty. The Standard is not a strict set of requirements but rather provides advice on how an organisation should operate day-to-day to ensure employees are in a position to maximise customer satisfaction.
TISSE2012 describes a generic approach to be applied for customer focused organisations within any culture and industry regardless of the product/service provided. TISSE2012 can be used for all organisations that have customers, no matter whether the customer is an end user or a business buyer.
The aim of TISSE2012 is not to achieve "compliance" with the standard, but to build a customer focused culture and as a result improve customer satisfaction by successfully implementing ground rules that positively influence each and every customer experience. This can assist in the development of customer service best practice.
The organisation must first interpret TISSE2012 (criteria and guidelines) to fit within the current language of the organisation and then focus its objectives so that they are aligned with TISSE2012.
TISSE2012 can be implemented and used independently or simultaneously with any management systems already operating within an organisation. TISSE2012 will complement any well-structured and properly managed quality management system. Organisations implementing TISSE2012 can do so through implementation by function or department or as an organisation as a whole. Implementation can be for a single location or multiple locations and branches.
During the implementation process of TISSE2012 and at later stages of performance measurement against the requirements of TISSE2012, The Institute recommends the usage of its online customer service assessment and reporting solutions. These online solutions provide detailed assessment and comprehensive reporting which outlines organisational strengths and weaknesses making it easy to identify areas for improvement. A free online assessment and reporting tool is available for all organisations that are committed to customer service improvement and seek professional guidance.