FedEx Customer Information Services recently was awarded certification to the International Customer Service Standard by the Customer Service Institute of America, the certifying body for the ICSS in North America.
The International Customer Service Standard is based on a balanced scorecard methodology that asks organizations seeking to be recognized for their focus and commitment to their customers, as well as seamless service delivery, to put forth evidence across the 25 attributes of the ICSS. A minimum score for each attribute must be achieved in order for an organization to be awarded certification.
The ICSS focuses on four key components necessary to maintain the alignment through a cause and effect relationship and balance between “passion” and “process,” including service perspective, financial perspective, operational perspective and learning and growth perspective.
“In order for organizations to obtain certification to the ICSS, they must go through the rigorous process of providing a self-assessment, as well as complete onsite assessment days where CSIA licensed assessors review the information provided, processes followed and the culture of an organization,” says Christine Churchill, executive director of the Customer Service Institute of America.
In developing this standard, the International Council of Customer Service Organizations (ICCSO) is establishing benchmarks for service excellence globally that will stand the rigors of international competition and scrutiny.
“The tremendous effort required to deliver consistently excellent customer service is understood by our very best organizations, and it is these examples we seek to highlight as successful role models,” says Brett Whitford, secretary-general of the International Council of Customer Service Organizations.
This is not the first time that FedEx CIS has been recognized by the Customer Service Institute of America and the International Council of Customer Service Organizations. FedEx CIS also were winners of the 2009 International Service Excellence Award in the Division of a Large Business Category. Sheila Harrell, vice president of customer service operations at FedEx, also was awarded 2008 Customer Service Executive of the Year.