Certified Customer Service Organization
This certification helps organisations across all industries and sectors achieve customer service excellence, via assessment and certification to the ICSRM Organizational Service Excellence Standards.
Assessment Framework
To achieve service excellence, a strong customer service management strategy is essential. Organizations must stay up to date with evolving standards, emerging trends, and best practices while continuously enhancing their skills to deliver exceptional service.
ICSRM uses the Organizational Service Excellence Standards outlined in Appendix A of the ICSRM Body of Knowledge as the assessment framework for organizations seeking certification. These standards provide both a recognizable benchmark and a practical guide for implementing best-practice customer service management.
The ICSRM assessment framework enables an organization to evaluate how effectively its strategy, structure, systems, people, and processes contribute to customer success and overall organizational performance. The standard applies across all industries, including government and non-profit sectors.
Gain assurance by having your documents, processes, procedures, and communication systems independently reviewed for effectiveness and alignment with best practices.
Organizations certified to ICSRM standards will have the privilege of displaying the widely recognized and prestigious "Certified Customer Service Organization" seal throughout the awarded certification period, reinforcing their commitment to service excellence.
Your enhanced processes will align with your organization's goals and the needs of those you serve, while also incorporating essential risk management to ensure sustained success and resilience.
Certification demonstrates to your stakeholders your unwavering commitment to service excellence and your dedication to prioritizing both customers and employees.
Becoming a Certified Customer Service Organization
Stage 1 – Initial discussion
Once you register your interest in our Corporate Certification program using the contact form below, a business development manager will help you evaluate your readiness to apply.
Stage 2 – Self Assessment
The organization completes a Self-Assessment Workbook based on the Organizational Service Excellence Standards in Appendix A of the ICSRM Body of Knowledge, which includes providing commentary and compiling an evidence library for all assessment elements.
Stage 3 – Certification Assessment
ICSRM conducts a certification assessment, which includes interviews with department leads, key stakeholders, and service team delegates. The organization's Self-Assessment Workbook and evidence library are central to the assessment.
Stage 4 – Assessment decision
Our assessor will complete a report, making a recommendation to ICSRM. We will inform you promptly of the outcome. You will receive a copy of the report and advice on areas that require development in order to meet the ICSRM standards, if necessary.
Stage 5 - Recognition
The organization is certified to the ICSRM Organizational Service Excellence Standards and receives the Certified Customer Service Organization (CCSO) status, certificate, and Trustmark.