ACHIEVING
CUSTOMER SERVICE EXCELLENCE

Certification for organisations

A successful collaboration

Certified Customer Service Organisation

This certification helps organisations achieve customer service excellence, via assessment and certification to the International Customer Service Standard (ICSS).



The Certification Program

An internationally accredited assessment and certification program by the International Standards Accreditation Board of ICCSO. The standard is recognised and utilised by the world's leading organisations.


The Process

The Process involves assessment and certification to the International Customer Service Standard (ICSS) which provides both a recognisable benchmark and 'how-to' implementation approach.


The Trustmark

Organsation certified to ICSS will be entitled to use the widely recognised and prestigious "Certified Customer Service Organisation" logo for a period of one year, after which time the organisation is required to be re-certified.

Recognition

Organisation certified to ICSS will be entitled to use the widely recognised and prestigious "Certified Customer Service Organisation" logo for a period of one year, after which time the organisation is required to be re-certified.



Offices in more than one state or territory

The Organisation is required to gain certification for the main office in each state or territory


Multiple offices in one State

The Organisation is covered by a single assessment. A selected sample of individual offices may be sufficient to assess the entire organisation.


Autonomous divisions

Organisations can be certificed at the divisional level, rather than than the full organisations level.

Certified Complaint Management System

This certification helps organisations formalise the way complaints are managed with complaint handling procedures and operations accredited as a CSIA 'Certified Complaint Handling System'.






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Benefits of certification

Benefits of certification and adopting the complaint management system assessment and certification standards






Confidence

Gain assurance and confidence by having your documents, process, procedures, intranet/internet systems reviewed




Good governance

It's essential to good coporate governance and risk management




Great impression

The careful approach to independent onsite scrutiny by CSIA impresses senior management, customers, stakeholders and relevant Industry Ombudsman




Minimal investment

CSIA provides high quality assurance with minimal investment of time and effort on the part of your organisation




Insight and feedback

Customer advocates and other staff are interviewed on your key sites via a thorough onsite assessment by a qualified Licensed Assessor





Improvements

CSIA offers practical suggestions on how your complaint management system can be improved.

Be a part of a better customer experience.

Join us as an associate, member or fellow and keep improving your customer service – with access to globally recognised insights, skills and specialists whenever you need them.


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