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International Service Excellence Awards 2010 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.
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Awards Categories:
Individual Awards: Please note that all submissions will be reviewed for the American Service Excellence Awards. Winners of the American Service Excellence Awards will move on to become finalists for the International Service Excellence Awards. Judging Criteria and Award Submission Guidelines The following criteria highlights a number of key elements which should be present in each awards submission. The judges will expect some information from each subject heading, however, this criteria is provided as a guide only. Submissions should be no longer than 2500 words. Applicants are required to provide one bound copy of their submission and one electronic copy. Submissions due to CSIA no later that COB - TBD, 2010 Background:The company’s history, the past experiences of the proprietor, chief executive, managers and any key staff. Products: Any special products or services developed distributed, manufactured or promoted by the company – and how these products or services, are marketed and sold. How the effective design of products and services make good customer service possible. Company Philosophy: The aim and vision of the company, particularly with regard to customer service, risk taking, research and Quality. Management and Leadership: What management techniques are used, a look at employee relations and the managerial style of the company. What is the mission, philosophy or guiding principle that directs your approach to customer service? What is done at all levels to develop and promote this approach? Comment on the degree of Organization-wide commitment to Customer Service. What strategies exist to promote communication both internal and external, between staff and customers, up and down and between functional groups, to ensure sharing of common information, new ideas and feedback? How does the Organization communicate about itself to the general community. How is the vision for Total Quality Service articulated and motivation for continuous improvement maintained. Information and Analysis: What Customer Service research is undertaken by your Organization? How are the current requirements of customers identified? What research is undertaken to predict the future needs of customers? How benchmarks were obtained and set. What reporting systems were required. How planning was important to your overall success. What performance indicators have been set and monitored. How is data collected and disseminated. How are your management and business practices supported by fact based measurement systems. People: What training and development programs exist to drive development in Customer Service at all levels of the Organization? How does the Organization recognise and reward staff in relation to Customer Service. How has the workforce been involved in developing strategies for success. What areas were identified by employees to improve the company’s operations. Is the workforce committed to excellence. How have improvement teams been formed and momentum maintained. How was training used to change workplace culture and build awareness. Problem Solving: A look at the problems associated with the introduction of a Total Customer Satisfaction philosophy and how these challenges were overcome. What have been the costs and benefits of your experience. Innovation and Improvement: What systems and processes exist to promote ongoing Customer Service improvement across the Organization? What processes exist to optimise employee participation in the development of excellence in Customer Service? How is quality promoted? How are standards maintained and improved? What system improvements have occurred to support people delivering service? It would be great to include examples of actual or planned innovations to improve Customer Service. The examples could be used to demonstrate some special characteristics of your Organization. Responsiveness: How does the Organization encourage, process and use customer and employee feedback? What recovery mechanisms and authority do staff have to solve customer problems? Customer Satisfaction and Results: How does the current performance of your Organization compare with its history and other similar Organizations? Supporting evidence of customer satisfaction with the goods and services provided by your Organization would enhance your chapter. This could be in the form of anecdotes, examples or even statistical analysis. Evidence that shows the process of improvement over time would be useful. Philosophy: Your company’s philosophy on success, excellence and world class performance.
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 INTERNATIONAL CUSTOMER SERVICE STANDARDThe 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':
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 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 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:
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
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