CSQM

Enrolment and Certification Processes

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 .

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.

Some definitions first