The International Customer Service Institute (TICSI) is a partnership organisation enabling recognition and sharing of global best practice in customer service.
The International Standard for Service Excellence (TISSE2012) is the updated and rebranded version of the previous version of the Standard which was The International Customer Service Standard (TICSS2010).
TICSI has developed unique Online Assessment and Reporting Tools. These are based around the TISSE2012 which incorporates the academically accredited 5Ps of Customer Service Model. This tool provides organisations with an overview of how they are performing against the requirements of TISSE2012 to identify their strengths and areas for improvement.
The online self-assessment is FREE and takes about 15 minutes to complete. It provides real-time reporting on the organisation’s prevailing customer service performance.
As the Regional TICSI Partner (RTP) for the Middle East, Ethos Consultancy is licensed to train and assist organisations with the implementation of the TISSE2012, the first global standard of its kind.
After completing the online self-assessment, organisations receive a real time summary report in a PDF format. This report contains both the overall performance rating for customer service together with a score indicating the level of compliance with each of the five components of the model (The 5 Ps – Policies, Premises, Products/Services, Processes and People) thus enabling organisations to create a highly focused remedial action plan to address the shortfalls in performance.
Once you have completed a Free Online Self Assessment, the next step to carry out a Site Assessment, which will give a more detailed picture of where your company stands in relation to your competitors. The detailed benchmarking capability instantly generates a report which enables service quality assessors to identify key strengths and weaknesses and to produce trend reports on performance.
The aim of TISSE is to enable organisations to focus their attention on the delivery of excellence in service quality while at the same time providing recognition of success through a formal third party certification scheme.
The Regional Certification Partner (RCP) of TICSI in the Middle East is the British Standards Institution Limited (BSI); an independent certification body which is represented in 120 countries. An organisation that fulfills most of the requirements of TISSE can choose to be certified by BSI. Depending on their performance during the Audit they will receive an International Standard, International Benchmark or International Excellence Certification.
There have been enhancements in TISSE over the years, which enables TISSE to remain current and competitive in an environment where changes in perceptions of service excellence are customer driven and therefore dynamic.
As the Regional TICSI Partner, Ethos will carry out all of the phases of implementation for a TISSE Certification. Ethos’ unique measurement software coupled with experienced trainers and consultants ensures that a TISSE Certification will benefit an organisation’s Customer Service performance leading to improved bottom line financial performance.
Benefits Implementing TISSE2012
- Acts as catalyst for delivering service excellence
- Increases customer satisfaction levels
- Improves customer retention and loyalty
- Enhances the efficiency of service delivery
- Improve employee motivation and commitment
- Examines process efficacy to identify any unproductive activities
TISSE2012 Implementation Process
To download a copy of the TISSE Implementation brochure, please click here.
For more information, please contact moc.clpsohtenull@iscit