Congratulations to our
International Service Excellence Award
Winners 2008!!
(Held November 17, 2008 - Disneyland Hotel, Anaheim, CA)

With customer expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success.

This highly demanding area is arguably the critical success factor for many Organizations. For this reason it is important that the Customer Service Profession has its own international awards to recognize, promote and reward excellence, professionalism and outstanding achievement.

2008 International Service Excellence Award Winners:

Company Awards:

Contact Center
(Business to Consumer)

Contact Center
(Business to Business)

ADP COS                  

Contact Center
(Business to Business/Consumer)

Large Business (over 4000 employees)

Division of a Large Business
(Business to Business)

                   
 Nokia Care NA

AND

Telstra Enterprise and Government Customer Care

Division of a Large Business
(Business to Consumer)

    
  Baxter HomeCare Services

 Medium Business (501-3999 employees)

 Excellence in a Small Business (less than 500 employees)

Individual Awards:
     Customer Service Manager of the Year -
     Jane Judd - Zappos.com

     Customer Service Professional of the Year -
     Don Braddock - Hartsfield-Jackson Atlanta International Airport

     Customer Service CEO of the Year -
     Robert Stephens - GeekSquad

     Chief Customer Officer of the Year -
     Rob Maruster - JetBlue Airways

     Customer Service Contact Center Manager of the Year -
     Antoine Casgrain - St. George Bank

     Customer Service Executive of the Year -
     Sheila Harrell - FedEx

Learn more about the Judging Criteria and Award Submission Guidelines












 

The criteria for the International Service Excellence Awards is based on the International Customer Service Standard (ICSS), which provides a comprehensive and practical framework to assist Organizations deliver consistently high levels of service.

ICSS focuses on four key components necessary to maintain the alignment through a cause and effect relationship and balance between 'passion' and 'process':  

• Service perspective

• Financial perspective

• Operational perspective

• Learning and growth perspective

ICSS applies equally to government, not-for-profit and for-profit Organizations of all sizes and across industry. Organizations seeking to maximize the value of their customer relationships should apply the ICSS framework to their business operations.  

Organizations applying in each of the award categories will be asked to demonstrate to the Award judges:

1. Approach to each of the attributes outlined in
    the International Customer Service Standard

2. The breadth and depth of the deployment of each approach

3. Results flowing from the approach and deployment

4. The level of involvement of customers in the strategic decision making of the Organization

5. Evidence of continuous review and improvement against the Standard's criteria

The International Customer Service Standard (ICSS) can be obtained by emailing info@serviceinstitute.com

The Judging Committee consists of representative senior business and public sector people actively involved in the customer service profession.  

The key stages that the international  judging committee undertakes in the evaluation process for each category are:

• Individual evaluation of submissions by members of the judging committee and finalists are selected;

• Site visits by a judging panel including at least one ICSS licensed assessor is carried out on each finalist to clarify elements of the submission by auditing it against the ICSS criteria;

• Judging Committee reviews results and selects winners, high commendations and encouragement awards in each Country. Finalists are invited to make a two hour presentation to the international national judging committee and must also be prepared to answer questions;

• International Award winners, high commendations and encouragement awards selected.

If you are a customer service Organization and you would like to join the International Council of Customer Service Organizations or if you would like to nominate your Organization or a colleague for an International Service Excellence Award please contact us by emailing info@serviceinstitute.com