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Products: 360-degree Series > Benchmarking Customer Service Competence™


About Customer Service

Under-contacted, under-serviced customers give fewer referrals, make fewer purchases less frequently... all while entertaining competitors' offers and taking their business to them more often.

More than ever before, companies prioritise quality customer service as a critical goal for the entire organisation. Sustainable gains in the quality of customer service is a worthy objective, but measurement must come first. Benchmarking Customer Service Competence™ allows the company to profile individual and organisational performance against a sound Customer Service Competence Model that was developed with 20 different organisations in government and private sectors around the world.

Customer Service is not just a nice-to-have training program. Customers today rank QUALITY OF SERVICE at the top of their lists, making it any company's most critical objective.

What is Benchmarking Customer Service Competence™?

Benchmarking Customer Service Competence™ (BCSC) is an online 360-degree Profiling tool designed for benchmarking and measuring individual and organisational customer service performance against a competency standard.

Participants (Self, Manager, Other) answer 55 questions that encompass essential competencies: Implement Service Principles, Demonstrate Service Values, Apply Proficient Knowledge of Product or Service, Create a Positive Impression, Communicate Effectively, Promote Solutions, Adjust to Change.

Reports can be grouped by Division, Business Unit, Location, Team, Gender, Age Group, Organisational Level, and Job Category for accurate analysis to assist with process improvement.

Consultants who deliver Benchmarking Customer Service Competence receive a high return rate (over 90%) of questionnaires is due to ease of online completion and automatic email reminders.

Who is it for?

The BCSC" competencies measure Customer Service regardless of function or level within the organisation because Quality Customer Service needs to be central to all roles within an organisation from CEO to front desk.

What solutions does Benchmarking Customer Service Competence™ provide?

Benchmarking Customer Service Competence gives consultants the tools to show their clients where their level of service is today. It answers:

  • How well do individuals in customer service roles perform today?
  • How do individual departments in the company fare when compared with each other?
  • How does the organisation look when analysed alongside the best practices of other companies and industries?

What is special and unique about Benchmarking Customer Service Competence™?

  • BCSC is soundly based on a solid Customer Service Competency Standard
  • BCSC reports are normed against an national and international database of respondents
  • BCSC is applicable to all levels within an organisation from CEO to front desk.