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ACHIEVE 

CUSTOMER SERVICE EXCELLENCE

Certification and Audits for Organisations

The Customer Service Institute of Australia (CSIA) offers services to support organisations achieve best practice customer service management, best practice complaints handling and ensure compliance to complaints standards.

 

These services support organisations across all industry sectors including in the private sector, not-for-profit and government organisations.

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.

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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.

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Complaint Management Compliance Review

This service supports an organisation to formally review and audit compliance to complaints standards including RG 271 using the CSIA Complaints Handling Framework as a benchmark.

The Compliance Review

 

CSIA’s Complaint Management Compliance Review (CMCR) is an assessment of a company's complaint management system to ensure that it complies with ASIC regulations [RG 271], and industry standards [ASNZS ISO 10002]. 

 

The Process

 

The review typically involves an analysis of the company's policies, procedures, and documentation related to complaint handling, as well as interviews with key personnel involved in the process.

 

Compliance Certificate

CSIA will issue a certificate of compliance, certified complaints management system trustmark along with a report that will outline any deficiencies or areas for improvement identified during the review, along with recommendations for remedial action.

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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.

Certification Stories

National Heavy Vehicle Regulator
McMillan Shakespeare
Sydney Cricket Ground
Department of Transport and Main Roads
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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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