- To promote customer service as a profession and to improve the level of its practitioner’s professionalism through assessment, accreditation and certification.
- To provide people working directly or indirectly in customer service (Public or Private sector), with education and professional standards.
- To develop and promote the International Customer Service Standard certification program and Australian Service Excellence Awards programs, which will help organizations develop and sustain a customer ethos.
- To improve knowledge of the components of customer service excellence through research, training and development programs, publications, awards, conferences and customer focus groups.
- To provide a voice for customer service professionals and related issues via the media and public education forum
• Building long term customer relationships
• Differentiating product and service
• Identifying the key success factors for customer service
• Using measurement as a driver for improvement
• Developing an effective process for obtaining customer feedback
• Creating a world class call center
• Ensuring satisfied customers are loyal customers
• Keeping people motivated and passionate about their customers
• Managing change
• Customer emotions
• Handling customer complaints
• The relationship between quality and service
• How to add value
• Creating magic moments for customers
The periodical uses information about technology, tools and techniques, and best practices to advance and explore the depth and breadth of customer service.
More Customer Service Focused Organizations:
Customer Service Institute of America – Home
Customer Service Institute of America - Certified Customer Service Manager Course Brochure
The International Customer Service Institute (TICSI)
TICSI Online Customer Service Assessment Concept
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