Customer Service Excellence
www.g4sassessmentservices.com/Standards/Customer%20Service%20Excellence/
The Customer Service Excellence standard is a Government set standard which tests in great depth
those areas that research has indicated are a priority for customers, with particular focus on:
- Customer insight
- The culture of the organisation
- Information and access
- Delivery
- Timeliness and quality of service
In order to be awarded the Customer Service Excellence standard an independent assessor visited
Unicom’s head office in Manchester. The assessor spent several days on site reviewing the procedures
and paperwork used in the day to day running. Checking we met each criteria, the assessor also interviewed
a number of staff in different departments and at different levels of the business (e.g. from Customer
Service Advisors to the Operations Director).
Following this assessment period a report is provided detailing the assessors findings, in particular
the following was highlighted:
“You have clear standards for timeliness and the quality of your customer service.”
“There is clear evidence of effective management and efficient procedures backed by a
keen and friendly customer service team.”
“You have a good insight into your customer's needs and use this to develop a quality service.
You recruit and train your staff with good customer service in mind and monitor customer focus
at all levels in your company.”
In order to maintain this standard Unicom is assessed independently once per year.
Back to Unicom’s awards