In an effort to improve the efficiency, effectiveness and excellence of public services, the Government has a scheme for Customer Service Excellence. It was designed to provide a “practical tool” for delivering customer centric service to a high standard.
The Customer Service Excellence Standard focus on areas which research has indentified as most important in the customer’s experience; staff attitude, information, professionalism, delivery and timeliness. It also encourages a greater understanding of the customer’s experience, and effective measurement of their satisfaction.
The scheme focuses on three key elements:
- As a driver of continuous improvement
- As a skills development tool
- As an independent validation of achievement
Organisations are encouraged to undertake the scheme’s self-assessment tool, to measure current levels of customer service offered, and identify areas (and methods) for improvement.
The scheme wishes to support and encourage the skills development of teams and individuals to improve their customer focus, enabling them to build on their experience and deliver better results.
As a method of celebrating their success, and having a benchmark for excellence, organisations are encouraged to seek formal accreditation to the Customer Service Excellence Standard.
The scheme is not limited to the public sector, and any UK based organisation whether in the public, private or voluntary sectors are offered the opportunity to participate.
Organisations that have invested in management training courses to improve their customer service levels could benefit from participating in a government backed scheme.