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Extra commitment to customers

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Certsure has joined the likes of BMW, Virgin and Sainsbury’s by successfully becoming a member of the Institute of Customer Services. (ICS) 

 ICS is a membership organisation that works with brands to improve the overall customer experience. It provides an individual assessment of an organisation’s culture and approach to customer service. 

Kate Birtles, director of customer experience at Certsure, which operates the NICEIC and ELECSA brands, commented: “This is our commitment to deliver an ongoing, improved service. 

 “Over the next two years we want to achieve ICS’ ServiceMark accreditation – a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards.” 

 ServiceMark is based on customer satisfaction feedback and an assessment of employee engagement within an organisation.  

 The process helps organisations understand how effective their customer service strategy is, and identifies areas for improvement.   

 “In 2014 we launched our customer charter which was a promise to measure and report back on our customer service levels,” added Birtles. 

 “We now want to take the next step. This is our commitment to listen to customers’ concerns and identify any areas which might require improving.” 

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