FACT FILE

Never take it for granted that somebody knows what you mean when you talk about Customer Service Excellence ®. Often you may only need a one-liner or a short description, but just in case you are looking for something more substantial we have a number of fact files for you to use in your own communications material.

Customer Service Excellence ®…

…in a sentence
Customer Service Excellence ® offers public services a practical tool for driving customer-focused organisation.

…in a paragraph
The Government is promoting businesses that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of public service provision. With this in mind Customer Service Excellence ® was developed to offer a practical tool for driving customer-focused change within their organisation.

…in a page
The Government is promoting businesses that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of public service provision. With this in mind the Customer Service Excellence ® was developed to offer public services a practical tool for driving customer-focused change within their organisation.

The foundation of this tool is the Customer Service Excellence ® standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.  There is also emphasis placed on developing customer Insight, understanding the user’s experience and robust measurement of service satisfaction.

Customer Service Excellence ® is designed to operate on three distinct levels:
1. As a driver of continuous improvement. By allowing organisations to self assess their capability, using our new online self-assessment tool, in relation to customer focussed service delivery and to identify areas and methods for improvement;
2. As a skills development tool. By allowing individuals and teams within the organisation to explore and acquire new skills in the area of customer focus and customer engagement, thus building their capacity for delivering improved services;
3. As an independent validation of achievement. By allowing organisations to seek formal accreditation to the standard, demonstrate their competence,identify key areas for improvement and celebrate their success.

In order for an organisation to be recognised as achieving Customer Service Excellence ® they must be successfully assessed against the standard by one of our licensed certification bodies. Cabinet Office currently licenses four certification bodies to assess against Customer Service Excellence ® each accredited. This arrangement allows an organisation to select and appoint the most appropriate certification body for them based on their individual need. Achievement of Customer Service Excellence ® is recognised by awarding the right to display the Customer Service Excellence ® hallmark. As Customer Service Excellence ® is a tool for continuous improvement, once an organisation is successfully assessed an ongoing programme of review is agreed with your certification body to help you maintain and develop over time.