The International Council of Customer Service Organisations (ICCSO) is an international body for customer service organisations seeking to develop and promote international service standards and professional excellence in customer service.  The Council members are responsible for promoting international customer service standards, professional certification and the International Service Excellence Awards.

 

The Council's membership include some of the world's leading Customer Service Bodies, members are the Asia Pacific Customer Service Consortium, the Hong Kong Customer Service Consortium, the Customer Service Institute of America, the Hellenic Institute of Customer Service and the Customer Service Institute of Australia which also provides secretariat services and funding for the Council

 

ICCSO is dedicated to supporting and fostering co-operation between the organisations around the world which are responsible for the development of organisations and individuals towards customer service excellence.

 

 

                     

 

 

If you are a customer service organisation and you would like to join the International Council of Customer Service Organisations or if you would like to nominate your organisation or a colleague for an International Service Excellence Award please contact us by emailing info@iccso.org

 

Member profiles

 

 

Asia Pacific Customer Service Consortium (APCSC) Foundation Member  is an independent organisation dedicated to bringing added-value and creating long-term business impact in the Asia-Pacific region through research on customer service and development of measurement, methodology and business models. 
APCSC develops a virtual research infrastructure that focuses on the cutting edge of the customer service development from different perspectives. Consortium programs facilitate members to exchange ideas and share best practices. The current research programs focus on eCommerce Customer Service Support and Global Coordination on Customer Service. 
Hong Kong Customer Service Consortium (HKCSC Ltd) Foundation Member is Hong Kong's leading independent provider of customer service solutions.
HKCSC Program offers research service amongst leading companies in Hong Kong. This program enables members to conduct cost effective research projects and promotes exchange of ideas, share of experience and best practice procedures.
HKCSC organises public speaker-luncheon events with leading experts from around the world, offers training workshop on service quality and service marketing and the latest development in customer service management.
   
  The Customer Service Institute of America’s charter is to be the professional body of choice for customer service leaders across the US. 

The Institute has the exclusive North American rights to publish the International Customer Service Standard (ICSS), and certify organisations against the Standard (click here to order a free trial copy).  The ICSS is the world’s only truly international customer service standard offering a balanced internal scorecard self-assessment backed by an external assessment and certification program.  The Customer Service Institute of America (CSIA) also has the US responsibility for training and licensing the Licensed Assessors which conduct the onsite assessments which lead to the awarding of ‘Certified Customer Service Organisation’ status.

CSIA is the body delegated by ICCSO to manage the International Service Excellence Awards in the US.  These awards are the world’s peak customer service awards with leading customer service organisations and individuals around the globe being nominated in a variety in categories to recognise their commitment customer service excellence.

 As well as its programs for organisations, CSIA also provides ongoing professional development of customer facing and contact centre service professionals, customer service managers and Chief Customer Officers through membership, education resources and training packages, together with networking events and workshops.
   

The Customer Service Institute of Australia was established in 1997 to serve the needs of all Australians who work in customer service.  Today it is Australia’s peak customer service body and secretariat for the International Council of Customer Service Organisations. The CSIA was founded with five initial aims:

  • To promote customer service as a profession and to improve the level of its practitioner's professionalism through assessment, accreditation and certification. Recognition of members professional standing is provided through use of the CSIA's designatory post-nominal letters (eg MCSIA) and use of our Certified Customer Service Professional logo. Thus improving the pride, motivation and self-esteem of customer service professionals.
  • To provide people working directly or indirectly in customer service (Public or Private sector), with the education and professional standards that will enable them to reach their full potential in their chosen field.
  • To develop and promote th International Customer Service Standard (including a customer charter) certification program and Australian Service Excellence Awards programs, which will help organisations develop and sustain a customer ethos through improvements to the design, delivery, quality and effectiveness of customer service strategies, policies and systems.
  • To improve knowledge of the components of customer service excellence through research, training and development programmes, publications, awards, conferences and customer focus groups.
  • To provide a voice for customer service professionals and enhance the status of these individuals and customer service issues via the media and public education forums.

 
   

The Hellenic Institute of Customer Service (H.I.C.S.) The of the Hellenic Institute of Customer Service (HICS) mission is to increase the quality in the Customer Service provided to Guests, Consumers, Clients & Citizens in Greece, in both the Private & the Public Sector, across all industries.

We consider our members to be our strategic partners and we believe that it is imperative to be among the companies that will set the guidelines considering Customer Service in order for the Greek market to follow. The participation of the leaders in the industry is an imperative prerequisite for the effectiveness of the Institute.. Development in Customer Service brings loyal customers, breeds customer-promoters and increases profit.

The current synthesis of our members includes leading multinational & Greek organizations, from both the public & private sector, such as: AIROTEL, Athens International Airport (ΑΙΑ), ΑΤΗΚ CYTA, ATTIKO ΜΕΤRΟ, CCSMOTE, DIAGEO, EUROBANK Cards, VIVARTIA, KRAFT HELLAS, MARKS & SPENSER, MICROSOFT, MINOAN LINES, ROCHE, ATHENS UNIVERSITY OF ECONOMICS BUSINESS, TOYOTA, MARS, WIND, VODAFONE, MILLENNIUM BANK, MERCEDES BENZ, EVEREST, ALPHA FINANCE, WELLA, ΕLTA, ΙΚΕΑ, BANK OF CYPRUS ,ΕΥΔΑΠ, PIRAEUS BANK, HELLENIC SEAWAYS, CADBURY, Hellas, ATTIKES DIADROMES, BSB, STIRIXIS, SKAG AE ,OTE

Σας καλωσορίζουμε στο Ελληνικό Ινστιτούτο Εξυπηρέτησης Πελατών το φορέα που προωθεί τη βελτίωση της ποιότητας των υπηρεσιών και τη διάχυση γνώσης και εμπειρίας όσον αφορά στην εξυπηρέτηση στην Ελληνική αγορά. 

 

 

 

The International Customer Service Standard

 

The International Customer Service Standard for business enterprises has been developed as both an acknowledgement of progress made to date by some enterprises in relation to standards of service excellence and as a benchmark for others to pursue.

Much has been written about the importance of the customer in business: this standard provides both a recognisable benchmark and a ‘how-to’ implementation approach.

 

The International Customer Service Standard for business enterprises applies equally to for-profit businesses or government and  not-for-profit businesses. Its aim is to help shift the business focus from Product or Service OUT to Customer IN. This means creating an environment where customer input is largely responsible for determining the product or service output, rather than where the supplier or service giver, attempts to force their product or service on the customer in the hope that it will meet customer needs and generate loyalty.

 

 

 To order a free trial copy of  ICSS  please email info@iccso.org

 

 

International Service Excellence Awards

 

With customer expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success. This highly demanding area is arguably the critical success factor for many organisations. For this reason it is important that the Customer Service Profession has its own international awards to recognise, promote and reward excellence, professionalism and outstanding achievement. To find out more including nomination and judging criteria click here.