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The objectives of the diagnostics against the Customer Service Management Standard™ are:
- To determine level of organisational compliance with the Standard.
- To determine the opportunities for improvement.
- To establish the level of development activities required to assist the client with Customer Service Management System implementation.
Diagnostics of the customer service delivery and organisational/support systems is conducted against the Customer Service Management Standard™ requirements. These requirements need to be interpreted to the client’s specific operation. Therefore the inputs and competencies required to undertake this task are:
- Understanding of the Customer Service Management Standard™ requirements.
- Ability to apply the standard requirements to the client’s business requirements.
- Ability to conduct structured diagnostics – being able to apply investigative skills to determine true state of the client’s organisational environment including management and operational approaches.
- Details on current and potential customer service process deficiencies.
- Identification of requirements for further staff training and development in provision of customer service.
- Report of compliance with the Customer Service Management Standard™.
- Identification of opportunities for improvement in the provision of customer service.
- Recommendations, if applicable, for enabling the client to commence moving towards full compliance to the Customer Service Management Standard™.
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Origin Healthcare is the first company in the world to demonstrate compliance with the International ECommerce Boards' CSMS:2002 Customer Service Standard.
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