The International Customer Service Institute launch online customer service assessment tool

Feb. 22, 2010 - PRLog -- The International Customer Service Institute (TICSI) has launched a free online customer service assessment and benchmarking reporting solution. This online assessment tool and benchmarking facility is accessible to organisations globally via The International Customer Service Institutes official website: www.ticsi.org.

Hundreds of organisations across the globe are already making the most of this free service with Vodafone Fiji Ltd (Fiji), WD-40 (USA), Worldmark (UK), ARRB Group Limited (Australia), Samsung Deutschland GmbH (Germany), Sodexo (China), Epson (India), NYSE Euronext (France), Abu Dhabi Tourism Authority (UAE), Abu Dhabi Police (UAE), Ministry of Presidential Affairs (UAE), Erste & Steiermarkische Bank (Croatia), Department of Trade and Industry (South Africa) and University of Montreal (Canada) just some of the organisations across the globe taking the time to assess their customer service performance online.

Robert Keay, Founder and Chairman of The Institute (TICSI), “We have developed this online reporting tool to provide every organisation striving for excellence the opportunity to integrate customer service performance measurement, improvement and benchmarking into their quarterly routine with ease.”

Keay continues, We have decided to provide free access to all interested organisations in accordance with our vision of creating awareness and setting a global standard of service delivery. We also hope free use of our online tool with educate organisations of the many benefits associated with consistent customer service performance measurement and improvement.”

This online customer service assessment is based on the practical guidelines of The International Customer Service Standard (TICSS). The concept behind TICSS is founded on the 5P’s Service Quality Model, developed by Philip Forest (co-founder of The Institute (TICSI)) following a research programme at Brunel University, London in 1985. The 5P's Service Quality Model has been successfully applied across many organisations and varying sectors globally. This model distinguishes five key pillars (the P’s) of customer service excellence: Policies, Processes, People, Product/Services and Premises with high emphasises also placed on the importance of continuous customer service performance measurement.

Philip Forrest ACII, FCIM, CM, FICSI, co-founder of The Institute (TICSI) explains; “Each ‘P’ holds importance in its own right, however the achievement of customer service excellence is completely dependent upon each organisations ability to excel in all five key factors simultaneously. Ultimately it’s the development and execution of well thought out customer service focused ‘Policies’ within each organisation teamed with highly competent and committed ‘People’ that will drive service delivery improvement and build a loyal customer base.

Forrest continues, Now The Institute (TICSI) is offering an online assessment and benchmarking facility following the 5P’s Service Quality Model. This assessment is direct and immediate ensuring flexible reaction to changing business environments and customer expectations – I believe this will absolutely be the wave of the future allowing free customer service performance reports to be easily communicated through to the management team.”

Keay summarises, “We’re immensely proud of our online assessment and benchmarking solution as this has been a dream of The Institute’s (TICSI) since we formed in 2005. Too few organisations take the time to analyse and measure how they perform in the eyes of their customers. This tool allows organisations to review their customer service performance, identify areas of improvement and learn from their shortfalls. We’re confident organisations across the world will find value in this tool.”

Any organisation  whose overall customer service performance score reaches 55% and above is eligible to be internationally recognised and certified by The International Customer Service Institute (TICSI) and its global certification partner, British Standards Institution (BSI).  

There are three levels of customer service certification available:
• International Excellence =  90% +
• International Benchmark = 75% to 90%
• International Standard = 55% to 75%

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The Institute (TICSI) was founded in 2005 and aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market.