Packaging and safety supplies company Signet has just been recognised as one of Australia’s leading customer service providers, having been accredited with International Customer Service Standards (ICSS: 2003-2006).
Signet Managing Director Mark Brennan says the company has worked very hard to gain accreditation.
“As our customers know, we have always been committed to providing the highest standard of service, and having this recognised by the international customer service body is a fantastic achievement for our company and our employees,” he says.
“We are very proud of this milestone - the accreditation means that we have joined the world leaders in customer service performance,” he says.
ICSS is an international benchmark administered by customer service bodies worldwide, recognising high standards of management, training and commitment to service excellence.
It recognises the excellent work of employees and the service outcomes which flow from that — the standards focus not only on the customer, but the internal workings and infrastructure of the organisation.
In Australia, the standard is administered by the Customer Service Institute of Australia (CSIA).
Signet has now joined around 60 Australian government and private companies such as Virgin Blue Airlines, ANZ Personal Banking, Brisbane City Council, Westpac, Medicare, IBM, and Telstra in achieving this international service benchmark.
Mr Brennan says the formal recognition had confirmed what Signet customers had already known — that service was the number one priority at Signet and always would be.
“The standard reinforces what we’ve always been passionate about — service — and will also provide us with feedback about how we can improve further and benchmark even higher against some of the other internationally certified organisations,” he says.
“And I must congratulate all of our staff for achieving this accreditation through their outstanding work and service commitment.”
Mr Brennan says during the audit process, the CSIA was impressed with a number of the service areas Signet has in place, including the 'Always' brand promise, the customer ordering and tracking systems, the internal corporate business model and the staff learning and development programs.
“Our service culture goes all the way through our company, from training and personal development of staff, to the way we run our business and accounts, and our leading customer management systems which provide a transparent, quick and seamless customer experience,” Mr Brennan says.
“Signet’s business partnering approach was also a factor in our service accreditation,” he says. “We act as business partners in achieving our customers’ outcomes — which provides them with reliability and peace of mind.”
Despite its accreditation, Mark Brennan says Signet will not be resting on its laurels.
“Service is a continuous improvement process here at Signet. This is engrained in our culture and our brand,” he says.
“We will continue to work on our reputation for being competent, hard working, reliable, up-to-date, honest and trustworthy, and of course always having the best service.”
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