This certification helps organisations achieve customer service excellence, via assessment and certification to the International Customer Service Standard (ICSS).
The certification program is authorised by the International Standards Accreditation Board of ICCSO. The standard is used to benchmark the level of service excellence within an organisation. It is recognised and utilised by the world’s leading organisations. CSIA launched the International Customer Service Standard in Australia in 1999. It is the sole Accredited Australian Certification Body for the International Customer Service Standard.
ICSS recognises that to maintain service excellence, an organisation requires alignment between Passion and Process. This balance will not always be 50/50 and depends on the nature of the business.
CSIA recognises that to maintain service excellence, an organisation requires an alignment between Passion and Process
A focus on all these attributes is required to achieve certification to the International Customer Service Standard and achieve sustained success
To start, we provide a self-assessment workbook to prepare your submission to CSIA. Your management and staff should help to complete this with data and information that demonstrates your organisation’s ongoing strengths and the areas that you consider need further improvement.
After the self assessment workbook has been lodged with CSIA, the nominated Lead Assesor will conduct an offsite desktop analysis to determine:
Obtain an accurate, independent, third-party assessment of the state of customer service performance across your organisation
After a successful assessment, the CSIA will certify your organisation to the ICSS. You will also receive
Successful organisations will be issued with a certificate and will also be able to proudly display a recognised Trustmark proclaiming it is a CSIA 'Certified Customer Service Organisation'.