achieve excellence with customer service excellence

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Assessment And Certification Built around your organisation’s needs W: www.centreforassessment.co.uk E: [email protected] T: 0161 237 4080 Follow us on Twitter @CFALtd Assessment and certification built around your needs

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Assessment

And Certification

Built around your

organisation’s needs

W: www.centreforassessment.co.ukE: [email protected]: 0161 237 4080

Follow us on Twitter @CFALtd

Assessment and certification

built around your needs

Assessment and certification

built around your needs

Achieve Quality with Customer

Service Excellence

The Standard for Excellence in

Customer Service

Assessment and certification

built around your needs

About Centre for Assessment

We are a national certification and assessment body with over 14 years experience in delivering services to organisationsthroughout the UK and internationally. We provide assessment and certification against a range of nationally and internationallyrecognised standards including

ISO 9001

ISO 14001,

ISO 27001,

OHSAS 18001,

Carbon Action Standard,

SQM (Specialist Quality Mark),

Lexcel

Customer Service Excellence

We are a trusted partner of ‘United Kingdom Accreditation Services Certification Body’ (UKAS) and are licensed by:

The Law Society for Lexcel.

The Legal Services Commission for the Specialist Quality Mark (branded as SQM Delivery Partnership).

The Cabinet Office for Customer Service Excellence.

The Environment Agency for our Carbon Action Standard.

Assessment and certification

built around your needs

Why Join Centre for Assessment?

We have been independently assessing organisations against the Customer Service Excellence standard since its formal introduction in2008 and its predecessor, Charter Mark prior to that.

We have successfully completed over 1000 assessment and surveillances during that time, where we have built up a large and diversecustomer base including Private, Public and Voluntary sector organisations.

In turn we have developed the expertise and adapted to the needs of different customers ranging from single site services to full LocalAuthorities, NHS Trusts, Universities and Probation Trusts.

We recognise that everyone has different needs and requirements. We consistently deliver a high standard of assessment service and clientcare, proven by the excellent client feedback received and the fact that our clients come back to us year after year for their assessment.

We provide a fair and objective assessment process, impartiality is at the core of our business ethos and we have rules and guidance thatregulate the implementation. As a UKAS certification body, we will only be involved in the assessment, ensuring that you receive a fair androbust, high quality assessment and service.

We are affordable, cost effective and can help you whatever your circumstances and size of organisation. We offer free quotations andinformation. We only charge for the assessment, No management fees, No transfer fees and No certification fees and best of all a contractthat doesn’t tie you in.

Assessment and certification

built around your needs

What is Customer Service Excellence

Customer Service Excellence is a practical tool that drives Customer –focused change within organisations. It’s aim, to bring professional,high – level customer service concepts into common practice.

Customer Service excellence builds a picture of your organisation and how focused it truly is. It challenges you to look afresh at yourorganisation from the perspective of the customer examining what you deliver and how.

A truly unique improvement tool designed to make you look deeply into your organisation and explore areas of internal and externalservice, defining and meeting customer needs;

Customer Service Excellence enables you to be smarter with resources and deliver a service once the right way and not waste time, effortand money delivering a service the way you want to but not always the way the customers want.

Posed over a series of questions around the 5 Criteria of the standard, it will make you look deeply into your organisation and explore theareas of internal and external service and help to build a picture of your organisation to see how customer focused, it truly is.

Assessment and certification

built around your needs

Allowing individuals and teams within the organisation toexplore and acquire new skills in the area of customer focus andcustomer engagement thus building their capacity fordelivering improved services.

A skills Development

Tool

Allowing organisations to self-assess theircapability in relation to customer focuseddelivery, identify areas and methods forimprovement.

Allowing organisation to seek formal accreditation to the CSE standard, demonstrating their competence, identify

key areas for improvement and celebrate success.

A driver for Continuous Improvement.

An independent Validation of Achievement.

Customer Service Excellence operates on 3 distinct Levels :

Assessment and certification

built around your needs

The Customer Service Excellence Standard

Customer Insight

Culture

Information & Access

Delivery

Timeliness & Quality

Customer Service Excellence is comprised of 5 Criteria:

1. Customer Insight;

2. Culture of Organisation;

3. Information and Access

4. Delivery

5. Timeliness and Quality

For you organisation to become a recognisedachiever of Customer Service Excellence youmust show how you meet and be successfullyassessed against all of the criteria within thestandard.

Assessment and certification

built around your needs

Customer Insight

Customer Identification.

Engagement and Consultation.

Customer Satisfaction.

This criterion focuses on the importance of developing anindepth understanding of your customers. This includes: Consulting customers; Using the information you receive to design and provide

services. Importance of monitoring the outcomes of services and

whether customers are satisfied with them.

Understanding customers in this way is essential fororganisations to raise their standard levels of service andcontinue to build on this success.

Identifying your customers, consulting them in a meaningfulway and efficiently measuring the outcomes of your service isa vital part of this approach.

It is not about being able to collect information, it is abouthaving the ability to use that information to develop a culturewithin your organisation that values this kind of understandingand constantly looks to improve.

Assessment and certification

built around your needs

Culture of Organisation

Leadership, Policy and Culture.

Staff professionalism and Attitude.

Building a customer focused culture, organisations can lookat how those that work within the organisation demonstratethe necessary values and understanding as well as how theoperations and procedures meet customers needs andexpectations.

This criteria is concerned with support for customer focusedapproaches throughout the organisation so that excellentservice is delivered to all customers.

Included are also two of the key drivers that relate to staffbehaviours: Professionalism; Attitude.

These are reinforced by a requirement that this approach isfully supported by the leadership team. Together theseelements should help to build and develop a customerfocused culture that supports improved service delivered.

Assessment and certification

built around your needs

Information and Access

Range of Information.

Quality of Information.

Access.

Co-Operative working with other providers, partners and

communities.

Information is vital to customers, they value accurate anddetailed information and like to be kept informed about what ishappening. This criterion aims to make sure that you have thisin mind in everything you do.

Rather than a one-off exercise it is seen as part of an effectivecommunication plan for consulting and involving yourcustomers.

Here the criterion asks you to pay attention to yourcommunication policy. Putting your customers first can be animportant first step towards providing effectivecommunication.

Assessment and certification

built around your needs

Delivery

Delivery standard.

Achieved delivery and Outcomes.

Deal effectively with problems.

A vital part of any organisation is how successfully itachieves its main business aims, this is equally important tothe customers of an organisation.

This criterion is designed to look at how you carry out yourmain business, the outcomes for your customers, and howyou manage any problems that arise.

Research shows that many customers are satisfied withoutcomes from contact with an organisation, but fewer aresatisfied with the way the service promises and handles anyproblems.

Listening to and asking for, comments, feedback andcomplaints about your service can be a great way to makesmall adjustments to the way your organisation operatesand both formal and informal feedback can be equallyimportant.

Assessment and certification

built around your needs

Timelines and Quality of Service

Standards for timeliness and quality.

Timely Outcomes.

Achieved timely delivery.

This criterion looks in more detail at the standards youhave relating to how you carry out your main business.

It draws heavily on research which service users haveidentified as the most important factors of excellentcustomer service.

Separating customer service standards from the mainbusiness standards makes the requirements for settingand monitoring standards in these areas much morestrict. This plays a major part in developing the customerfocused culture discussed in Criterion 2.

This is not meant to be a full list of every factor thataffects how your service is run, but past experience showsthat the speed of your initial contact with customers andyour ability to keep to agreed timescales are vital.

Assessment and certification

built around your needs

The Scoring Process & Elements

Split into 57 elements which focus on different aspects of a successful organisation, not only one that deliversgreat customer service but also builds an effective and realistic strategy that centres on customer service.

In order to be recognised as achieving Customer Service Excellence you must be successfully assessed against the criteria. The followingwill define how the criteria can be scored:

1. Compliance Plus – behaviours or practices that exceed the requirements of the standard and are reviewed as exceptional or as anexemplar for others – either within the applicant’s organisation or in the wider public, private and voluntary service arena.

2. Compliant – your organisation has a variety of good quality evidence that demonstrates that you comply fully with this element. Theevidence which reflects compliance is consistent throughout and embedded in the culture of the organisation.

3. Partial Compliance – your organisation has some evidence but there are some significant gaps. The gaps could include:(a) Parts of the applicant organisation which are currently not compliant and/or areas were the quality of the evidence is poor orincomplete and/or;(b) Areas which have only just begun to be addressed and are subject to significant further development and/or;(c) Areas where compliance has only been in evidence for a very short period of time.

4. Non – Compliant – your organisation has little or no evidence of compliance or what evidence you do have refers only a small (minor)part of your organisation.

Assessment and certification

built around your needs

CriterionNumber of Elements

Maximum Number of

Partial compliances

1 11 2

2 11 2

3 12 2

4 13 3

5 10 2

Passing Mark and Elements - Under the current scheme, it

allows applicants a maximum number of partial compliances

around 80% for all criteria. No non-compliant areas are allowed.

The maximum number of partial compliances for each criterion

shown below.

In order to be scored as ‘Compliance Plus’ you must show that

your practices in in relation to a specific element covers the

following:

(a) Exceeds the standard – evidence needs to show how you are

going beyond the basic requirements of the standard for

that specific element.

(b) Exceptional Practice of Delivery - there needs to be

evidence to show that what is being done by the client is

exceptional (doing things that are not common within your

sector).

(c) Exemplar for Others – what you are doing in relation to that

element can be seen as an example of good practice that

could be used effectively by other service providers.

The Scoring Process & Elements Cont.

Assessment and certification

built around your needs

Applying for an Assessment Against CSE

Initial enquiry followed by, information packs and

supporting documents regarding CSE.

Application form for Free formal no obligations quotation included.

Client returns application form to CfA who then

scope and provide cost and time needed for assessment services.

If proposal is accepted, client returns acceptance

form agreeing to T&C’s allowing CfA to start

making preparations for Assessment.

Once acceptance received, CfA allocate a lead assessor to project. Who will ensure you are

ready to proceed and book suitable dates for the assessment to take place

Assessment and certification

built around your needs

CfA’s Assessment Process

Desktop Review

The assessor will review you self-assessment and supporting evidence against the elements

of the standard.

Preparation & Planning

The assessor will contact you to discuss the outcome of the desktop review and agree the assessment plan. A plan is then drawn up and sent to you in advance of the onsite assessment

Onsite Visit

The assessor will speak to a sample of people form your organisation as well as stakeholders and customers, review further evidence onsite to verify how you deliver services and identify areas of good practice and areas for improvement. At the end of the onsite visit the assessor will provide verbal feedback on your position against the standard.

Report Writing and Post Certification

Following the onsite visit the assessor will write a detailed report outlining your performance in relation to the standard. The report will provide feedback on areas for improvement and make recommendations about how you could improve the performance of your organisations. The report is put through a rigorous panel process to ensure the quality of information within.

Assessment and certification

built around your needs

To ensure that CSE is used effectively as a tool forcontinuous improvement we need to pay attention towhat happens after certification. A requirement of thescheme is that all applicants have a regular reviews,known as SV’s (surveillance visits). Their purpose is togive assurance that compliance is maintained. Thesetake place every 12 months.

Our approach to your assessment is to provide a valueadded service , one that will give practical and usefulfeedback at every stage and help your organisation tomake improvements. At every surveillance will providean assessment record that will help you to track youractivity and outcomes across time.

If you are successful in meeting the standard, you willthen be issued certificates and authority to use copies ofthe logo’s to identify your self as a member of thestandard. The certificate is valid for 3 years (as long asadherence to the surveillance visits and terms andconditions are met.

CSE Post Certification

Surveillance 1

Surveillance 2

Full Re-assessment

Assessment and certification

built around your needs

Benefits of CSEGaining the Customer Service Excellence standard will be an invaluable asset to your company. Cost benefits can be

achieved as this certification is a driver for continuous improvement, by assessing and identifying your business

capabilities this enables you to improve and deploy a more customer focussed delivery

Customer Service Excellence is a well-recognised, independent standard which validates your company’s competence regarding business target

market. Well research concepts around customer insight and delivery are at the heart of this standard, enabling you to deliver a truly customer

focused service.

The customer service excellence certificate will not only contribute to your bottom line and improved delivery but will also develop staff by

allowing individuals and teams to explore and acquire stronger customer focussed and customer engagement skills.

This standard provides a whole range of advice and guidance on techniques that can be used to deliver excellence.

In addition CSE can:

1. Recuse costs;

2. Improve customer satisfaction;

3. Better equip staff and make the more customer focused when dealing with enquiries;

4. Provide a simple solution to ensure customer needs and expectations are met accordingly;

5. Increase customer retention;

6. Improve consultation with users

7. Engage and re-focus staff;

8. Improve complaints handling.

One of the great things about Customer Service Excellence is that it has been designed to benefit all organisations regardless of their size or the

sector that they work in. If you would like to become a member of the scheme today or are considering moving to Centre for Assessment, then

please contact us to start your journey in achieving the Customer Service Excellence Accreditation on 0161 237 4080 or

[email protected] and request a copy of our short application form.