Customer Service Excellence Award
What is CSE? The Wildlife Licensing and Registration Service (WLRS) gained the Customer Service Excellence Award for service delivery in December 2008. The new standard replaces Charter Mark and focuses more on the key drivers of satisfaction: the development of customer insight, and the rigorous measurement of satisfaction and customer experience. |
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The main purposes of Customer Service Excellence (CSE) are as:
- a driver for continuous improvement
- a skills development tool
- an independent validation of achievement
To gain the CSE award we were marked against 5 different criteria. These are:
1. Customer insight
This looks at how well we understand our customers’ needs, and how we have tailored our service to provide the best possible service
2. The culture of the organization
The customer is the most important focus of everyone in the company, no matter what their role. Everyone’s principal target is to ensure that the customer is taken care of.
3. Information and access
This involves making sure that the customer can access accurate and relevant information in a way that is convenient to them.
4. Delivery
This criteria requires us to demonstrate the way we carry out our service achieves quality outcomes. We need to show we look at and listen to customer feedback, both good and bad.
5. Timelines and Quality of service
The need to keep to promised timescales is important, as well as generally being prompt with replies and overall delivery.
Our initial assessment was against the whole of the standard, and we are now on a rolling program of assessment against a third of its content each year. This should mean that standards continually improve, and the organization never reaches a standstill with development.
We are proud to be able to include the Customer Service Excellence logo on our letters and official communications, as it is official recognition that customer service is at the heart of what we do.
For more information on CSE please go to the website at -http://www.cse.cabinetoffice.gov.uk/homeCSE.do
Page last modified:13 March 2008
Page published:13 March 2008