ACHIEVE
CUSTOMER SERVICE EXCELLENCE
Certification for organisations
The Customer Service Institute of Australia (CSIA) has two Certification Programs designed to enhance service standards in the private sector, not-for-profit and government organisations.
Customer service management is critical for a business and requires organisations and individuals to continually improve their skills to achieve peak levels of performance. We can conduct an independent assessment of your services standards and systems.
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
Organisations 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.
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'.
The Certification Program
An accredited assessment and certification program developed by CSIA and accredited 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 CSIA Complaints Handling Framework (CSIA-CHF) which provides both a recognisable benchmark and 'how-to' implementation approach.
The Trustmark
Organisations certified to CSIA-CHF will be entitled to use the widely recognised and prestigious "Certified Complaints Handling System" logo for a period of one year, after which time the organisation is required to be re-certified.
Benefits of Certification
There are significant benefits for organisations to undertake certification to the International Customer Service Standard or Complaints Handling Framework and adopting these standards to implement best practice customer service management.
Confidence
Gain assurance and confidence by having your documents, process, procedures, intranet/internet systems reviewed.
Strong Governance
Certification is essential to good corporate governance and risk management.
Insight and Feedback
Customer advocates and other staff are interviewed on your key sites via a thorough onsite assessment by a qualified Licensed Assessor
Recognition
The careful approach to independent onsite scrutiny by CSIA is recognised by industry, consumer groups and regulators
ROI
CSIA provides high quality assurance of the performance of investment and related benefits for the organisation
Improvements
CSIA offers practical suggestions on how your systems can be improved.
Benefits of Certification
There are significant benefits for organisations to undertake certification to the International Customer Service Standard or Complaints Handling Framework and adopting these standards to implement best practice customer service management.
Confidence
Gain assurance and confidence by having your documents, process, procedures, intranet/internet systems reviewed.
Strong Governance
Certification is essential to good corporate governance and risk management.
Insight and Feedback
Customer advocates and other staff are interviewed on your key sites via a thorough onsite assessment by a qualified Licensed Assessor
Recognition
The careful approach to independent onsite scrutiny by CSIA is recognised by industry, consumer groups and regulators
ROI
CSIA provides high quality assurance of the performance of investment and related benefits for the organisation
Improvements
CSIA offers practical suggestions on how your systems 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.