The International Customer Service Standard
Ethos is the exclusive Territory Franchise Partner (TFP) of The International Customer Service Institute (TICSI) in the Middle East. As custodians of The International Customer Service Standard (TICSS), the first global standard for customer service, TICSI promises to increase customer service levels across all sectors and industries globally, through provision of a number of services which assist in implementation of the standard, a knowledge sharing portal, benchmarking and facilitating sharing of global best practices.
Customer satisfaction, customer retention, customer loyalty and employee commitment are factors that no organisation can ignore. TICSS helps to focus the organisation on these crucial factors.
Ethos guides organisations to a level of customer service required in order to achieve TICSS certification. Guidance is executed through consultancy, measurement techniques, process management and customer service training, with third party certification carried out by British Standards Institute (BSI).
Some benefits of TICSS implementation include:
- Catalyst for delivering customer service excellence
- Increases customer satisfaction
- Increases customer retention and loyalty
- Identifies inefficient and unproductive activities along the customer journey
- Improves employee satisfaction and commitment
- Increases customer service awareness and creates a customer focused culture
- Rewards the effort of the organisation through a formal recognition and certification scheme
Customer Service Certification
There are three levels of certification. Upon completing an assessment, British Standards Institution (BSI) will produce an online report detailing the performance of the organisation. BSI provides exclusive third party certification that is internationally recognised.
Certification is for a maximum 12 month period. Organisations can, if they desire, request further reassessments no earlier than 6 months after a previous assessment. Organisations will be assessed as to whether the criteria as laid out in The International Customer Service Standard has been fulfilled.
"Ethos Consultancy has done a tremendous job at increasing the levels of customer service in the Middle East, Ethos' dedication and drive is exactly what we want in our partners. I'm certain we'll be working with Ethos for a very long time to come." Philip Forrest, Founder & Advisor, TICSI