Testimonials

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“This certification process is excellent and has enabled us to not only recognize the many best-in-class services that Nokia Care North America provides to our Business to Business customers today but helps us understand how to excel to the next level with suggestions for improvement.  This is incredibly valuable and we will continue the ongoing quest to further enhance customer satisfaction, retention and loyalty.”

-       Cassie Stern, Head of Nokia Customer Care North America

 

 

 

“We have waited many years for an international standard of the nature and scope of ICSS to come to Australia and the highlight of our year was Johnson & Johnson Consumer Service Center's International Customer Service Standard certification.  Thank you for your encouragement and assistance in helping us to achieve new heights.”

-       Marilyn Grant, Johnson & Johnson

 

 

 

“The International Customer Service Standard certification process was the most comprehensive company review I’ve participated in during my 29 year career at FedEx.  The assessment was very thorough and challenged our organization to dig deep into our internal processes to share both what we did and why we did it.  The result for me was an even deeper appreciation for our FedEx culture and business practices and an ever-growing pride in our desire to be the absolute best provider of Customer Service in the world.”

-        Kathy Hart, M.B.A., Regional Operations Administrator, FedEx

 

 

 

 “The entire CSIA team was professional, insightful and inspiring.  Their process was rigorous and really made us all stretch our thinking.  It gave us an opportunity to identify our strengths while also pinpointing our areas for improvement.  This program can clearly separate successful practices from the others; it was time well spent.”

-       Marianne Mutter, Managing Director, Eastern Region Customer Service, FedEx

 

 

 

“The assessment process has helped the Ergon Energy team understand the importance of service and the role each part of the business plays in delivery of that service.  The twenty-nine attributes of the Standard, combined with the balance scorecard scoring system has proven to be an outstanding tool in identifying our gaps and areas of improvement.”

-       Hector Malacaria – Customer Service Integration Manager, Ergon Energy