Other quality standards

The aim of this process is to increase awareness of the benefits of Customer Service Excellence (CSE) to Scottish organisations, using our team of Specialists to undertake assessments.

CSE aims to bring professional, high level customer service concepts into common currency with front line services by offering a unique improvement tool to help those delivering these services put their customers at the core of what they do.

The foundation of this tool is the CSE standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on:

• Delivery
  
• Timeliness
  
• Information
  
• Professionalism
  
• Staff Attitude

There is also emphasis placed on delivery customer insight, understanding the user’s experience and robust measurement of service satisfaction.