customer service standard

What is the International Customer Service Standard?

Are you looking for ways for your organization to stand out more and perform better? As competition is getting more intense, it’s important to stand out in ways that go beyond the basics – more ads, standing out visually, having a unique selling point, etc. One of the best ways to stand out is by providing service excellence and showcasing that you do so by adopting the International Customer Service Standard. 

What is the International Customer Service Standard (ICSS)?

The International Customer Service Standard was developed in 1997 based on the balanced scorecard methodology. This standard is utilized by certifying bodies across the globe, who are a part of the International Council of Customer Service Organizations. It is meant to review an organization as a whole to see if decision-making and execution are customer-centric. 

What is the International Council of Customer Service Organizations?

The ICCSO is comprised of international member organizations, such as the Customer Service Institute of America, which promote service excellence through international customer service standards, certifications, awards, and professional development. The ICCSO is the body responsible for the International Service Excellence Awards, accrediting organizations to the International Customer Service Standard, monitoring and revising the International Customer Service Standard, and accrediting professional certification designations. 

Why does the ICSS matter?

This standard is recognized all over the world. Therefore, it is understood that by adopting this standard, an organization is differentiating itself by delivering service excellence. The benefits of adopting the standard go far beyond global recognition. 

More specifically, the standard provides a benchmark for your organization as well as a framework for best practices. Implementing these best practices will allow you to get a deep understanding of your strategy, systems, people, and processes that are contributing positively and/or negatively to your organization. In turn, you will:

  • Improve customer satisfaction
  • Increase customer retention
  • Increase sales for returning customers
  • Attract new customers
  • Increase team member engagement
  • Reinforce a customer-centric culture

Additionally, by adopting this standard and working with an organization that is accredited by the ICCSO, you can become a Certified Customer Service Organization (CCSO). The benefits of becoming a CCSO are:

  1. Confidence
  2. Return on investment
  3. Good governance
  4. Insight, feedback, and improvements outlined in the certification report
  5. Showcasing your commitment
  6. Recognition
  7. Third-party validation providing customers with peace of mind

To learn more about each of these benefits, take a look at our website where you can also learn about the process of becoming a CCSO.

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