supporting your journey to excellence
TRANSCRIPT
Assessment And CertificationBuilt around your
organisation’s needs
W: www.centreforassessment.co.uk E: [email protected] T: 0161 237 4080
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Assessment and certification
built around your needs
Assessment and certificationbuilt around your needs
Centre for AssessmentYour partners in Assessment and
CertificationCentre for Assessment are a national certification body with over 14 years’ experience in delivering services to organisations throughout the UK and internationally. We are licensed by the cabinet office and regulated by UKAS (United Kingdom Accreditation Service) to provide assessment and certification against Customer Service Excellence.
We have delivered our services and assessed organisations against Customer Service Excellence since it’s inception in 2008 and its predecessor charter mark, prior to that. We know that this standard not only improves the lives of your customers but also that of your staff and/ or colleagues.
Throughout our long standing history with Customer Service Excellence we have successfully completed over 1000 assessments and surveillances, which have enabled us to build a large and diverse customer base throughout private, public and voluntary sector organisations, which in turn has enabled us to develop the expertise needed to adapt to the needs of different customers, ranging from single site services to full Local Authorities, NHS Trusts, Universities and Probation Trusts.
As an assessment body we greatly value the feedback that we receive. We aim to work together in partnership with you using your comments, concerns, suggestions, complaints and compliments to develop our products and services and enable us to deliver a consistent approach to your assessment.
Assessment and certificationbuilt around your needs
In the current economic climate we can all see the need to differentiate ourselves from our competitors with the quality of our service. Customer Service Excellence is a truly unique improvement tool designed to make you look deeply into your organisation and explore areas of internal and external service, defining and meeting customer needs.
Customer Service Excellence is a practical tool that drives customer focused change within organisations. It aims to bring professional high level customer service concepts into common practice and build a picture of your organisation and how focused it truly is. Challenging you to look afresh at your organisation from the perspective of the customer examining what you deliver and how.
It provides guidance on a whole range of tools and techniques that can be used to deliver excellence allowing for individuals and teams to learn new skills and gain a greater understanding of these important concepts and how they can be used to build a truly customer focused culture.
Customer Service Excellence enables you to be smarter with resources and deliver a service once the right way and not waste time, effort and money delivering a service the way you want but not always the way the customers wants.
Customer Service ExcellenceBuilding a picture of your
organisation to see how customer focused it truly is
Assessment and certificationbuilt around your needs
We understand the pressure that many organisations face in the incredibly competitive markets and the need to put the customer at the forefront of your service. Customer insight, segmentation and leadership are just a few of the concepts that underpin Customer Service Excellence.
With this in mind and following a long review of the feedback received from clients and after a comparison against other services providers over the last year, Centre for Assessment is delighted to introduce our new range of additional support in your journey towards excellence:
Information pack
‘How to’ guide
Self-Assessment tool
Assisting in your ApplicationHelping you to deliver Excellence in
Customer Service
Assessment and certificationbuilt around your needs
Information Pack
Designed to assist all new applicants, existing holders and even those re-applying for an assessment against the standard. The pack will cover the journey from initial interest in the standard, to the application, the assessment process and finally the scoring and reporting process to become a holder of Customer Service Excellence.
Included within is:
An overview of Centre for Assessment and the Customer Service Excellence standard;
The scoring process;
The assessment process adopted by Centre for Assessment;
Support services offered by Centre for Assessment.
Assessment and certificationbuilt around your needs
‘How to’ Guide
Centre for Assessment has put together a list of our recommendations (based on past experiences and from consultation with existing clients) to help all new applicants, existing holders and even those re-applying for certification against Customer Service Excellence, practical tools to help prepare for an assessment.
Our ‘how to’ guide will cover the entire journey from deciding to go for Customer Service Excellence, the application process and certification process. It will:
Assist in giving organisations a working knowledge of the standard;
Recommend steps for getting started with your application;
Advise on understanding your Customers and mapping their journey;
Provide guidance on a host of other supporting tools to improve your customer experience and put them at the forefront of your service.
Assessment and certificationbuilt around your needs
Self-Assessment Tool
Intended to support organisations through the process for applying for Customer Service Excellence, it will help to:
Facilitate your application; Build up and record all your evidence; Understand and evaluate yourself against
the criterion and elements; Assist in identifying any gaps within your
application.
In addition organisations can return their application (completed or partially completed) where one of our experienced assessors will look through your application and offer:
Expert advice & Feedback; Identify strengths & Areas for development; Recommendations on improvements;
Organisations will then be provided with an informal report that will assist with preparing for an assessment
Assessment and certificationbuilt around your needs
Gaining Customer Service Excellence will be an invaluable asset to your company. Customer Service Excellence is a driver for continuous improvement that will assess and identify your business capabilities and enable organisations (regardless of size or sector) to improve and deploy a more customer focused delivery. In addition Customer Service Excellence can also:
Reduce Cost; Improve customer satisfaction; Better equip staff and make them more customer focused when dealing with enquiries; Provide a simple solution to ensure customer needs and expectations are met accordingly; Increase customer retention; Improve consultation with users; Engage and re-focus staff; Improve complaints handling.
If you would like to explore becoming a member of the scheme today or if you would like to consider moving your assessment services to Centre for Assessment to help with your journey, then please contact us on 0161 237 4080 or [email protected].
Benefits to Customer Service Excellence