What is Customer Service Excellence?
Customer Service Excellence (CSE) is the UK Government's national standard for excellence in customer service. Launched in March 2008, it has replaced, and greatly enhanced the previous Charter Mark Standard. The custodians of CSE are the Government’s Cabinet Office. It is based around five criteria (and 15 sub criteria)
- Criterion 1: Customer Insight
- 1.1 Customer Identification
- 1.2 Engagement and Consultation
- 1.3 Customer Satisfaction
- Criterion 2: The Culture of the Organisation
- 2.1 Leadership, Policy & Culture
- 2.2 Staff Professionalism & Attitude
- Criterion 3: Information and Access
- 3.1 Range of Information
- 3.2 Quality of Information
- 3.3 Access
- 3.4 Co-operative working with other providers, partners and communities
- Criterion 4: Delivery
- 4.1 Delivery standards
- 4.2 Achieved delivery & Outcomes
- 4.3 Deal effectively with problems
- Criterion 5: Timeliness and Quality of Service
- 5.1 Standards for Timeliness and Quality
- 5.2 Timely Outcomes
- 5.3 Achieved Timely Outcomes
These criteria are also underpinned by 5 key concepts –
- Customer Insight - as a deep truth about the customer, based on their behaviour, experiences, beliefs, needs or desires
- Customer Segmentation - providing services based on an understanding of local populations and neighbourhood context
- Customer Journey Mapping - visualising and recording how customers and organisations interact (“moments of truth”)
- Access Channels - the ways in which people can interact with the organisation
- Drivers of Satisfaction - research based evidence of what matters to customers
What can Customer Service Excellence do for you?
- CSE is a driver of continuous improvement
- CSE gives you insight into your own organisation (how customer focused are you?)
- CSE gives improved understanding of customer issues (by developing customer insight)
- CSE improves relationship with and satisfaction of customers
- CSE is a skills development tool building real team spirit and morale
- CSE is an independent validation of achievement in customer service
N.B. Formal CSE assessment is open to all organisations, not just those in the public sector
Why choose ley hill?
ley hill solutions has facilitators expert on the working of Customer Service Excellence, and has been instrumental in designing and delivering training for assessors and internal reviewers. ley hill solutions will provide you with a tailor-made service, including:
- working with managers and employees to develop a full understanding of CSE
- delivering bespoke training for managers and internal reviewers
- identifying the key benefits for you
- establishing a clear picture of how CSE dovetails with your business strategy and with any other improvement frameworks such as ISO 9001, EFQM and IIP
- guiding you through all the stages required to prepare for/achieve the standard, including liaison with an appropriate certification bodyv
- helping to embed the required customer focus skills and processes
- providing continuing support ahead of any re-assessment
Click here for full details of the Standard from the dedicated cabinet office website
Click here to check your current status using the Cabinet Office self assessment tool
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