What is Customer Service Excellence?
Customer Service Excellence (CSE) is the UK national standard for excellence in customer service. Launched in March 2008, it has replaced, and greatly enhanced the previous Charter Mark Standard. The standard is administered the Government’s Cabinet Office. It is based around five criteria (and 15 sub criteria), as shown below. • Criterion 1: Customer Insight • 1.1 Customer Identification • 1.2 Engagement and Consultation • 1.3 Customer Satisfaction • Criterion 2: The Culture of the Organisation • 2.1 Leadership, Policy & Culture • 2.2 Staff Professionalism & Attitude • Criterion 3: Information and Access • 3.1 Range of Information • 3.2 Quality of Information • 3.3 Access • 3.4 Co-operative working with other providers, partners and communities • Criterion 4: Delivery • 4.1 Delivery standards • 4.2 Achieved delivery & Outcomes • 4.3 Deal effectively with problems • Criterion 5: Timeliness and Quality of Service • 5.1 Standards for Timeliness and Quality • 5.2 Timely Outcomes • 5.
