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ENROLMENT AND CERTIFICATION

The Enrolment Process and Certification is simple. The scope of enrolment and certification is to ensure that you, as a service provider, have all the main criteria of what we think is an outstanding CUSTOMER SERVICE well addressed. These criteria can be found by clicking here .

Some definitions first

ENROLMENT = Is the process of contracting with CSQM in view of reaching CERTIFICATION stage. An ENROLLED organization is not yet CERTIFIED but has started the process of CERTIFICATION so it cannot use our logo or claim to be certified.

CERTIFICATION = Is the state whereby the organization has been given the right to claim that it is CERTIFIED after satisfying CSQM's two audits which ensures that its level of Customer Service meets the set criteria.

The steps for CERTIFICATION are as follows:

STEP 1. - Pre-Certification Audit (PC-Audit)

This is a comprehensive Q&A session between your senior management and us to identify two things

a) What you do right within the ambit of the CSQM criteria

b) What are the improvement opportunities in your system that needs to be worked upon to meet the CSQM criteria.

STEP 2. - Certification Criteria Plan of Action (ACPA)

This is a plan of action which should make you meet the final certification audit, addressing improvement opportunities identified in the PC-Audit.

STEP 3. - Final Certification Audit (FC-Audit)

This is the standard certification audit which, after executing STEP 2, your organization would be fully capable to meet without any nonconformance markings.

At this stage the organization can claim to be CERTIFIED and can proudly claim and display the CSQM logo in its communications with your clients and suppliers. BUT the buck does not stop here!!!

STEP 4. - Quarterly Audits (QAs)

Each quarter we would love to sit down for an hour and discuss the following:

a) The amount, sort and scope of complaints you had directly from clients and what sort of complaints we had received in general to check if there is anything amiss - we don't want our Certified organizations to slack in anyway.

b) We will also discuss the mystery contacts we did with your organization to really see for ourselves how you are handling customer service for real.

In the meantime if we get complaints from clients claiming any non adherence in their opinion to the CSQM code we will contact you as quickly as possible to get your version and advise your client about how best to address the complaint.

The Certification process follows an annual cycle. After a year, a best practise workshop is organized and improvements, technologies and changing social attributes are discussed to make sure that you remain on the ball.

What happens if we decide to stop Certification?

Apart from the embarrassment of having to renounce to the public the fact that you are not anymore certified to bear the CSQM mark, you will have to remove all reference in your client and supplier communication that you are not any longer a Certified organization.

What happens if we fail a Quarterly Audit?

We will draw a plan of action for you for review over a fortnight in order not to go through the hassle of issuing a NONCONFORMANCE notice to the public. If you meet the plan of action then no problems will ensue, if you stubbornly refuse to meet the plan of action then we may issue a nonconformity notice. This has been advised by our lawyers in case of rogue traders amongst all the best in class.

How do I start the process of Enrolment and what does it cost?

To start the process you can click here . We will contact you and schedule a meeting to discuss the process in detail as well as the cost - the cost wont be an issue!

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