Improving Systems

Customer Service Excellence

Gain insight and improve

Customer Service Excellence Customer Service Excellence: Ensure you are meeting your customer's needs



The Customer Service Excellence Standard offers a framework to support improved customer service – exploring areas such as service delivery, customer insight and how service satisfaction is measured.

Designed to act as a continuous improvement driver as well as a skills development tool, the Standard is split into 5 sections:

  • Customer Insight
  • The Culture of the Organisation
  • Information and Access
  • Delivery
  • Timeliness and Quality of Service

Working with Customer Service Excellence, you will have the opportunity to fully consider your service delivery, customer insight and how you measure service satisfaction – helping you to continually meet customer needs.

Other benefits and opportunities of working with the Standard include:

  • A driver of continuous improvement: Customer Service Excellence allows you to self-assess capability, using an online tool to identify areas and methods for improvement
  • A skills development tool: The Standard also allows individuals and teams within your organisation to explore and acquire new skills, demonstrating your commitment to building capability and customer focused service delivery
  • An independent validation of achievement: You can also go on to seek formal accreditation with Customer Service Excellence with an approved assessment body, demonstrating your commitment to stakeholders and celebrating excellence within your organisation

We can offer advice, support and guidance to help you explore Customer Service Excellence, giving you confidence that your investment in the standard is linked to your business performance and ambition.

From gap analysis to implementation support, we can also help with both pre and post assessment support so you can make the most of your investment and the feedback you receive.

If accreditation is a goal, we can also refer you to an accredited assessment body.

We can support you to explore your organisational culture and behaviours too - making sure your systems and why you are introducing them are understood and valued by all.  

If you would like to explore Customer Service Excellence in more detail, how it can support your business performance and the services we can offer to help, get in touch.