CB 020-2005 国际客户服务标准

内容简介

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.In developing this standard, the Customer Service Institute of Australia is establishing benchmarks for service excellence within Australia that will stand the rigours of international competition and scrutiny.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 standard 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. The Standard is used by leading Australian and international organisations such as Westpac Bank, Virgin Blue, Ergon Energy, Yarra Valley Water, Fone Zone, Brisbane Air train, ETSA, Woolworths, Medicare Australia, Transfield Services, Queensland Rail, Manitoba Telecommunications Systems (Canadas third biggest telco) and Britains Department of Trade and Industry.