CSI Canada Standards:   Features and Benefits

The CSI Canada Service Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The program provides the framework and language for communicating best practices among participants actively engaged in delivering the highest quality of service possible. Several features are included with the program to assist organizations in driving improvement and benchmarking performance against the community.



         Features

  • Independent Audit of Service Quality
    Member organizations have the opportunity to undergo an independent customer service audit of their operations annually to ensure they are delivering quality customer service to their customers.

  • Industry Benchmarking
    The unique evaluation process used to measure performance enables benchmarking among organizations for over 100 business factors defined in the program.

  • Best Practice Sharing
    Members have access to best practices used within the community through online best practice examples, best practice showcase events held around the world, and through networking with peers in the industry. The best practice sharing helps to enhance performance and leverage the experiences of industry leading organizations.

  • CSI Canada Member Website
    CSI Canada members have access to a member website dedicated to providing information and best practices to the standards community. The website includes best practice examples, presentations and articles from certified companies. It also provides a discussion forum and other features to promote networking among the community of participating companies.




    Benefits

  • Increase Efficiency and Productivity
    The CSI Canada Standards focus on optimizing performance in a wide range of business process areas necessary to deliver top quality service and support. By enhancing performance in these areas, your organization will become more efficient and effective at meeting customer needs.

  • Maximize Financial Performance
    The CSI Canada Standards create value by focusing your organization on results that directly impact financial performance, such as improvements in operational effectiveness and significant contributions to customer retention and acquisition efforts.

  • Achieve Global Consistency
    The CSI Canada Standards provide a catalyst to drive consistency throughout service and support organizations and across functional areas such as professional services, support center, and field service operations. Regardless of the size of your operation, the CSI Canada Standards can enhance operational performance, optimize business process, and drive increased efficiency and productivity.

  • Integrate Industry Best Practices
    The CSI Canada Standards establish a community of companies committed to delivering exceptional service and support. The programs provide the framework and language for communication of best practices among participants and create a network of professionals actively engaged in driving higher levels of service within the marketplace.

  • Create a Competitive Advantage
    Members in the CSI Canada Standards provides an opportunity to demonstrate to customers, clients, shareholders, investors, and prospects the commitment your company has made to service excellence.



To learn more about the CSI Canada Standards Program and its benefits, please contact Customer Service Institute of Canada today.




Principles and Standards 

CCSS focuses on adding value to the organization by giving guidelines on what the customer expects and appreciates in return for their loyalty. The Standard is not a strict set of requirements but rather provides advice on how an organization should operate day-to-day to ensure employees are in a position to maximize customer satisfaction.

CCSS describes a generic approach to be applied for customer focused organizations within any culture and industry regardless of the product/service provided. CCSS can be used for all organizations that have customers, no matter whether the customer is an end user or a business buyer.

The aim of CCSS is not to achieve "strict compliance" with the standard, but to help build a customer-focused culture and as a result improve customer satisfaction by successfully implementing ground rules that positively influence each and every customer experience.

The organization must first interpret CCSS (criteria and guidelines) to fit within the current language of the organization and then focus its objectives so that they are aligned with CCSS.

CCSS can be implemented and used independently or simultaneously with any management systems already operating within an organization.  CCSS will complement any well-structured and properly managed quality management system. Organizations implementing CCSS can do so through implementation by function, department, or as an organization as a whole.  Implementation can be for a single location or multiple locations and branches.



LEADERSHIP                     EDUCATION                     RECOGNITION

Customer Service Institute of Canada           
CSICanada

Customer Service Institute of Canada   2012
Canadian Customer Service Standards (CCSS) contains the main principles required for the delivery of customer service excellence and provides clear guidance on developing, implementing and improving a service quality system of a customer focused organization.