The Standard
Customer Service Excellence is structured around 5 criteria, 12 principles, and 39 elements. Browse the full standard below.
To achieve certification against the Customer Service Excellence Standard, organisations are required to meet at least 31 of the 39 elements.
A maximum of 8 Partial Compliances may be permitted, provided that the overall threshold of 31 fully met elements is achieved.
Assessment Ratings
During formal assessment, each element is rated against four levels of compliance.
Evidence shows requirements are thoroughly integrated with consistent creativity and innovation. Practices are widely regarded as outstanding or exemplary.
Evidence confirms requirements are applied consistently and embedded in behaviours and practices, with minimal areas for further development.
Evidence confirms requirements are applied inconsistently or have not been in place long enough to verify they are embedded and effective.
Evidence confirms the requirements of the element have not been addressed.
Access the Full Standard
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