FedEx applauded by customer service bodies
FedEx Customer Information Services (FCIS) has been awarded Certification to the International Customer Service Standard (ICCS) by the Customer Service Institute of America (CSIA). CISA is the certifying body for the ICSS in North America. The ICSS focuses on service perspective; financial perspective; operational perspective; and learning and growth perspective.
Christine Churchill, executive director of the Customer Service Institute of America, said: “In order for organisations to obtain certification to the ICSS, they must go through the rigorous process of providing a self-assessment, as well as complete on-site assessment days where CSIA Licensed Assessors review the information provided, processes followed, and the culture of an organisation.”
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.
Churchill added: “I had the benefit of acting as one of the Licensed Assessors visiting the various FedEx CIS locations for their on-site assessment. The focus on customer, desire to remain innovative, the positive attitude of staff and the FedEx culture in general is exciting to see. This type of energy and ‘buzz’ in the air is often difficult to achieve, and maintain. FedEx CIS does a great job keeping employees engaged and always striving for ways improve their customers’ experience.”
“The tremendous effort required to deliver consistently excellent customer service is understood by our very best organisations and it is these examples we seek to highlight as successful role models,” said Brett Whitford, secretary general of the ICCSO.
This is not the first time that FedEx CIS has been recognised by the Customer Service Institute of America and the International Council of Customer Service Organizations. FedEx CIS were also winners of the 2009 International Service Excellence Award in the Division of a Large Business Category.
