The International Customer Service Standard (TICSS2010)

The International Customer Service Standard (TICSS) has been developed by The International Customer Service Institute (TICSI). TICSS facilitates an organisation’s drive for service excellence and promotes a flexible yet measureable approach to improvement across key aspects of service delivery.

TICSS encompasses a set of practical customer service guidelines which assist organisations to focus their attention on ‘the customer’ throughout the delivery process, while at the same time providing recognition of success through an independent third party certification scheme.

TICSS holds the status of an independent standard and has been researched and verified by The Institute's Strategic Advisory Panel and global service quality consultancy network, composed of customer service experts from various markets around the world.

TICSS is based on the ‘5P’s Service Quality Model’, which emphasises the importance of five key elements of service quality:

1. Policy
2. Products/Services
3. Premises
4. Processes
5. People

High emphasis is also placed on continuous customer service performance measurement.

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Contact: info@ticsi.org
Call:  +971 4 331 5288
Fax: +971 4 331 5264

The benefits of implementing The International Customer Service Standard (TICSS) are multi-faceted.  In essence, developing a valuable customer experience increases customer satisfaction which leads to increased customer retention and higher levels of customer loyalty, all of which are directly linked to the overall profitability and image of the organisation.

TICSS provides the following benefits to organisations, departments and governments:

1. Catalyst for delivering customer service excellence
2. Increases customer satisfaction
3. Increases customer retention and loyalty
4. Improves employee commitment
5. Identifies inefficient and unproductive activities along the customer journey
6. Increases customer service awareness and creates a customer focused culture
7. Measures and monitors customer service performance by providing clear scores for each key factor of customer service excellence
8. Ensures sustainable customer service improvement
9. Rewards the effort of the organisation through a formal recognition and certification scheme
10. Assists in benchmarking
11. Compliments EFQM & ISO 9001:2000

Visit: www.ticsi.org  
Contact: info@ticsi.org
Call:  +971 4 331 5288
Fax: +971 4 331 5264

The International Customer Service Institute (TICSI) has provided a freely accessible, Online Customer Service Self Assessment and Benchmarking Tool for organisations who wish to assess their service delivery performance against the requirements of The International Customer Service Standard (TICSS).

This tool guides users through an assessment which covers all key factors of customer service excellence: Policies, Products/Services, Premises, Processes and People along with the principals of Performance Measurement.

An instant summary report will be generated once the online assessment is complete. This report will provide an overall customer service performance score along with a score for each of the key factors of customer service, hence leaving each user with a clear understanding of their organisations strengths and areas which need improvement.

The opportunity to benchmark organisations’ performance against other organisations globally is available to all who have produced an online assessment. This benchmarking tool provides customer service performance comparisons by sector, industry, region and The Global Customer Service Performance Index, hence enabling sharing of best practice as well as development targeted improvement plans.

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Visit: www.ticsi.org  
Contact: info@ticsi.org
Call:  +971 4 331 5288
Fax: +971 4 331 5264

If your ‘Overall Customer Service Performance’ score against The International Customer Service Standard (TICSS) is above 55%, your organisation has the opportunity to be internationally recognised and certified by The International Customer Service Institute (TICSI) and its global certification partner, the British Standards Institution (BSI).

There are three levels of TICSS2010 certification available:

• International Excellence = 90% +
• International Benchmark  = 75% to 90%
• International Standard = 55% to 75%

Once awarded the TICSS2010 Certificate, your certification attests your organisations level of overall service delivery performance and is valid for a maximum of 12 months.

Visit: www.ticsi.org  
Contact: info@ticsi.org
Call:  +971 4 331 5288
Fax: +971 4 331 5264