We are the first port of call for every aspect of customer service. We deliver high quality, tangible benefits to organisations, individuals and stakeholders. We help our members improve their customers' experiences and their business performance.
Our world class service model is the flagship standard for customer service excellence and underpins all our training, accreditation and benchmarking programmes. Developed from extensive research, our professional standards provide a comprehensive framework for customer service performance measures that enable organisations to benchmark and develop service strategies.
It helps them deliver improvements, promote employee commitment and enhance customer satisfaction. Our research provides organisations with the tools and information to assess themselves against national standards, and demonstrates the influence of customer service on the overall performance of an organisation.
We are the independent voice of customer service.
Our purpose is to enable organisations to achieve tangible business benefits through excellent customer service, aligned to their business goals; helping individuals to maximise their career potential and employability by developing their customer service skills.
We provide a framework for our members to share and learn for each other and we offer wide-ranging support for continuous customer service improvement.
We pride ourselves that all services and products are underpinned by professional standards and quality measures that are regularly monitored and reviewed. The way we deliver our own service has a direct influence and impact on our customers and other stakeholders.
Our ethical, professional and expert positioning ensures we always endeavor to deliver to the highest standards and quality when meeting the current and future needs of our customers. Our world class service model is the flagship standard for customer service excellence.
Developed from extensive research with customers and employers it provides a comprehensive framework of customer service performance measures enabling organisations to benchmark, develop service strategies and improvements, promote employee commitment and customer satisfaction.
A world where customer experience
makes a positive and sustained impact on individuals, organisations and the
economic well being of the UK.