TISSE 2018

The International Standard for Service Excellence 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 International Standard for Service Excellence platform is built upon three foundation models.

1. The 5 P's Model

The Core Model For the Management of International Service Quality Excellence

The 5P's Model was developed by Philip Forrest in 1989 in association with a service quality initiative headed by Professor Alan Dale at Brunel University Business School and has been applied extensively and successfully with many UK and European organisations.

The model is a generic model universally applicable to any kind or size of private or public sector organisation from the smallest SME to the largest global organisation. It identifies the 5 key areas of organisational activity that must be concurrently managed to drive the delivery of an outstanding customer experience.

2. The International Standard for Service Excellence – TISSE

10th Anniversary of Launch!

The founders recognised that in spite of the fact that over 600 million people are employed globally in delivering the customer experience and that service quality is critically important to every organisation there was no internationally recognised standard for service excellence. To fill this void The International Standard for Service Excellence based on the proven 5 P's Model was developed in collaboration with clients and TICSI's international strategic advisory panel and launched in 2007.

TISSE is periodically updated to encompass the changing world of customer experience leadership and management and the latest iteration TISSE 2018, remains the only global standard for service excellence.

The TISSE Enablers

In order for TISSE to deliver its optimum potential to an organisation it is important that the leaders of the organisation create a climate that empowers it to respond to its customers’ needs for the mutual benefit of all stakeholders.

TISSE audits performance across the 5P's and Measurement and Results and applies a score to each section.

Policies 100
Premises/Environment 100
Products /Services 100
Processes 100
People 200
Measurement of Performance 100
Performance Results 300
Total Points 1000

Who Does The Audit?

The International Customer Service Institute is the formal guardian and developer of TISSE but recognises that it is vital that the assessment is independently conducted

Other recognised international assessment bodies are permissible but the official global partner of TICSI is the British Standards Institution (BSi) the latest iteration TISSE 2018, remains the only global standard for service excellence.


To Be The Best That You Can Be Think TISSE!

For Full details go to Page TISSE 2018.

3. The Customer Experience Management Model –CEM Model

The Customer Experience Management Model (CEM Model) is an implementation model built and based on global best practice market research and studies conducted by The Institute. It places customers at the core of organisations' business operations and is a diagnostic, development, planning, implementation and assessment tool designed to facilitate continuous performance development.

The Model can be used as a guidance tool to support organisations to achieve their customer engagement objectives and address all aspects of service design and delivery.It is designed to be used by any organisation striving for effective and efficient management of their customers experiences

The CEM Model provides a clear framework for continuous improvement and change by creating a practical understanding of the key dimensions and elements required to achieve customer engagement.

The dimensions of the Model answer the fundamental questions surrounding customer experience management.

Define: What do customers expect?
Design: What experiences can be delivered?
Develop: How will it be achieved?
Deploy: How will it be implemented?
Discover: Has it worked?
Devise: What innovations are required?

CEM Model Enablers

The main drivers and guiding concepts essential for an organisation to achieve customer engagement. Commitment to and adoption of these enablers ensures the efficiency of any customer experience management initiatives.

These enablers are not integrated within the Model assessment criteria but are important for the effective implementation of the Model and its strategy. Also the suggested enablers for TISSE 2018.


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