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NEWS
Wednesday 30th April 2008
CSQM Launches CSQM Alliance wide customer questionnaire
"Feedback is an important parameter in any customer service function. CSQM prouds itself in being a leading customer service standard, which although proprietary is growing organically by putting client needs up front as the guide towards improvements. To continue buidling on its varous feedback mechanisms CSQM is implementing a CSQM Alliance-wide questionnaire to rate customer service in a more scientific way." commented Joe Meilak Managing Director of CSQM International Ltd when launching the service.
The questionnaire is simple to fill in and comes in a business reply service envelop so clients do not have to invest in a stamp to send their feedback. Participants in the quiz also stand the chance to win €200 every month - an added incentive to give feedback about the CSQM Certified entity which provided them with the service or sold the the product.
This is an innovative way how to empower the client with each purchase, harness client ideas to create business improvements and keep staff on tip-toes to deliver a consistent level of customer service. There is a lot of lip service about customer service. Only a few companies have realised that putting the customer first is a strategic imperative - of which CSQM Certified entities are in the forefront both locally and internationally.
To participate in the €200 monthly quiz one has to obtain a questionnaire from a CSQM Certified entity after purchasing or being served from any such entity. No proof of purchase is required. Further details are available on the questionnaire's back page. Questionnaires are obtained from any CSQM Certified Alliance - Dial-It Call Centre, Phoenix Domestic Appliances, St Philips Hospital, Transpak Overseas Removals, St Martins Institute of IT, Innovaxin International, Olimpus Music, Atrium Spa, Biocase Ltd, PHBS Ltd, Cycleworld, The Foto Grafer, Elizir Beauty Salon and Spa, Claire's Salon, VTC, Medcomms, The Plaza, Cara's Coffee Shop, Image Systems and Fortina Spa Resort.
Monday 31st December
2007
CSQM is one year old
CSQM Certification and Alliance is one year old. This was confirmed by Mr Joe Meilak Managing Director of CSQM International Limited in a press statement. (click here to read). The CSQM Alliance is currently made up of 16 companies.
"2008 will be a year of domestic consolidation of services we offer both to Certified comapnies and to the consumer (our client's client). Commented Mr Meilak.
Prospective CSQM Certified entities can now join under a very competitive package. As much as 20% of applicants are refused Certification due to their visible lack of customer service or other major failures in the business operation.
Friday 13th April
2007
GRTU and
CSQM join forces to deliver a quality customer service standard
GRTU has finalised a
collaboration agreement with CSQM as the preferred Customer Service
Certification and Training Partner in order to take enable its members to be
more competitive and more customer centric.
“The
importance of being customer centric is a key feature of any entrepreneur. With
cut-throat competition and new challenges both internal and external, offering
the best customer service is not an option anymore but an essential for the
survival in today’s competitive environment. The GRTU is walking the talk
about quality and is urging its members to polish up their act and ensure that their
customer service standard of operation is of the highest possible level. This
is why we are teaming with CSQM International Ltd to ensure that all of our
members will have a cost effective way how to be able to have professional help
and assistance in delivering the best possible level of customer service”
commented Mr Vince Farrugia Director General of the
Chamber for Small and Medium Enterprise when today he signed a preferred
sponsorship agreement with CSQM International Ltd.
“CSQM
International Ltd is proud to be sponsoring this programme with the Chamber for
Small and Medium Enterprises as our generic proprietary Standard is
specifically aimed at this sector of the economy. The CSQM Standard brings
cutting edge techniques to the SMEs by using various
proprietary methodologies both in the delivery of a delight customer service
level of service and also in the management of such a service. We pioneered
different techniques such as Collaborative Awareness Methodologies which brings
proved skills for leaders, middle management and employees which are in use and
have been developed by key customer service champions around the world. Our programme
is also customised for the sole trader who works on his own or has a small team
working for him or her. We are sure that the benefits of being CSQM Certified
will make a significant quality difference for those operators who really want
to deliver a customer service delight.”
Commented Joe Meilak Managing Director of CSQM
International Ltd when he signed the agreement with the President of the GRTU
Mr Paul Abela.
“We are
confident that with this agreement we signed today we will enable our members
to have access in a cost effective way to the best possible programme in
customer service. We urge all our members to participate in this programme
which will significantly add value to their operation, open new ways how to
deliver a service and ensure that the consumer will have a better deal from our
members.” Concluded Mr Paul Abela,
President of the GRTU when he signed the sponsorship agreement in the presence
of the media, GRTU members and the Hon Minister Censu
Galea.
“It is my
pleasure to see the private sector taking customer service a step further on a
professional scale. The government fully endorse such initiatives as they bring
up our economic competitively not only on a local level but also on an
international level in the SME environment which is a stronghold of our economy
even a number of our public traded companies as SMEs
by definition which is a unique phenomena in Europe. I congratulate both the
GRTU and CSQM for their future collaboration.” Concluded Hon.Minister Censu Galea when he spoke at the launch of the sponsorship
agreement.
February 21st, 2007
FIRST NATIONAL CONFERENCE ON CUSTOMER
SERVICE AS A STRATEGIC IMPERATIVE
With the Fortress Hall at the Corinthia
San Gorg full packed, Prof. Edward Scicluna
opened the conference, a first of its type in
The first keynote speech was about the travail of the
Information and Client Affairs Department within the Consumer and Competition
Division. Ms Barbara R. Buttigieg took the audience
through what the department do on a day to day bases and presented some
statistics about the number of complaints that reached the department. A
pleasing statistic to all was that the number of complaints reaching the
department is on the decrease year on year. She also brought to the attention
of all the fact that since
Ben Stuart, the Cruise Network Coordinator gave the
second keynote speech which focused on the cruise industry operation and its
dependence on a customer service experience that outshine both the other
competing destinations in the Mediterranean and also the level of service on
board the luxury cruise liners. While some peculiarly features of our society
are quaint and sought after by the cruise tourists lack of service is highly
frowned upon to the point of considering the withdrawal of port calls if
alternative destinations are possible.
Vince Farrugia, Director
General of the Chamber of Small and Medium Enterprise gave a succinct speech
about the evolution, perils and tribulations of a customer service function’s evolution in a modern society. He cited a
staggering consumption figure of Lm1.7bn and asked who is eating this cake? His
trust was that entities who offer a remarkable customer service would be eating
a bigger and bigger piece of the cake as evidence suggest that people will
always go to the entity offering the best customer service and value for money.
Gimmicks that pressure-sell, hurts society in general.
The morning session was closed with a question and
answer session in which a health debated conducted by Prof Scicluna
dwelled on cruise liner servicing and parallel imports and how the GRTU is
leading the way for a better quality in customer service.
MariaPia Chircop
CEO at the Foundation for Human Resources Development gave a round up about the
importance of customer service training development touching on various aspects
of the issues surrounding human resources development within entities who
aspire to deliver a delight customer service experience.
The chairman of the
Joe Meilak CEO at CSQM
International Ltd concluded the keynote speeches with what is the CSQM
certification, the difference between national and proprietary standards and
what the CSQM Certification means for various stakeholders. He described how
the standard was evolved and how it operates and what benefits there are in
terms of continuous management feedback in order to ensure that the customer
service function is always tuned to the best possible way to meet client
expectations in a cost effective way and continuously improving itself.
During Q&A time the audience participated with a
number of questions about standards.
After a superb lunch during which participants had a
time to mix, mingle and network five work streams have been organized in which
participants came up with various recommendation and shared and exchanged ideas
about how they go about their participate customer service functions.
During the final plenary meeting each work stream
leader reported back findings about the work stream he lead.
Simon Gatt editor of the
Malta Economic Update lead the ICT work stream. This stream focused on the complexities
of trouble shooting client enquiries across a number of departments and how
communication cross companies can help communication with the end user.
Managing attitudes helps to focus people on client requirements.
Vince Farrugia Director
General of the Malta Chamber of Small and Medium Enterprise lead the retailing
work stream. There was consensus that a better customer service function would
be a must in the future, focusing on
loyal clients in order not to leave them being distracted by petty new channels
who promised a lot but delivered zilch. Selling was not a high pressure
activity but should be a natural occurrence for an informed client who is
offered a good service and value for his hard earned cash.
President of the
Josef Formosa Gauci,
President of the MHRA’s workstream
came up with the importance of service in the industry. Problems issues about
Certifications where identified but are confident that as a tool certification
would help to assess the level of client comfort and as a introspective look at
how the operation is going. Licenses should be based on Certifications to
ensure that the licensing exercise would also serve as a benchmark and not just
as a fiscal exercise.
Joe R. Aquilina a management
consultant by profession and experience in both public service and health lead
the Public Service and Health work stream. Various states of being a ‘client’
have been identified for public services. Focus that anyone is a client was
highlighted. Major health take home item was waiting time and how private /
public joint ventures that worked so fine in geriatrics, roundabout maintenance
and such like operations can be extended to the health area where waiting times
can be addressed cost effectively in terms of macro economic benefits of using
resources wisely. Public charters although done need more awareness and they
should be based on more stakeholder consultation.
A final question and answer discussion was done by
Prof Scicluna and themes addressed were regulatory
impact on customer service.
The Hon. Edwin Vassallo,
Parliamentary Secretary for Small and Medium Enterprise make the concluding
speech which focused about the social implications of a good customer service
function and how important it is for the traders to offer a good customer
service function not as an addition but as
standard level of service.
The conference was concluded on a light note gentle
sponsored by Camilleri Wines in which two local wines
from the Camilleri Winery where tested, during which
a lively commentary by Josef Camilleri was given
about the history, production and serving of wines.
The conference was sponsored by Dial-It Call Centre a
subsidiary of Maltacom and CSQM International Ltd who
hosted and organized the event.
November, 3rd, 2006
CUSTOMER CARE CSQM STANDARD LAUNCHED LOCALLY
CSQM International Ltd has recently launched their
Customer Service Certification programme aimed at
offering a Certification process for organizations who take pride in their
customer service function.
Joe Meilak, managing
director of CSQM International Ltd. commented that every society encompasses a
different level of customer service. “At CSQM International Ltd we firmly
believe that a client should obtain an impressive level of service at all
times, both when purchasing a product or making use of a service. We have built
this based on the best international practices, whilst accommodating a customer’s needs within reasonable parameters.”
CSQM International Limited is an experienced
standardization organization and has recently upgraded its infrastructure
investment to offer the newly launched standard.
The CSQM Standard offers private and public organizations
various benefits. The Standard’s flexibility aimed at
being able to be applied to any organization together with a customer feedback
loop ensuring that a customer’s feedback is processed
in under 24 hours ensures the best possible customer satisfaction and analysis
of feedback for possible improvement opportunities for the certified
organization.
Mr Meilak
added that, “A number of local public or private companies and organizations
already offer a high level of customer service. However the scope of the CSQM
Standard is giving these organizations a differentiation in brand against their
competitors who offer a lesser or no customer service at all.”
The communication is two-way since customers wanting a
guarantee of customer service should also insist that their suppliers adhere to
the CSQM Standard. Interaction with the company is fully web based and
turnaround time for complaint handling is less then 24 hours.
Registration for consumers is free on www.csqm.net,
through which site customers can also ensure they will remain updated with
newly accredited organizations.
Striking a compromise between client expectations and
commercial realities whilst providing a level playing field for organizations
offering any form of client interaction, is the main aim for the CSQM Standard.
“Within an ever increasing competitive environment and the urgent necessity for
top-notch customer relations, the organization will be facilitating such
organizations to excel in their customer service function and meet their client
expectations. Equally we want clients of our Certified entities to feel that
they can relay on us for whatever does not meet their expectations,” concluded Mr Joe Meilak.
August, 24th, 2006
CSQM INTERNATIONAL LTD LAUNCHES ITS FIRST
CUSTOMER SERVICE SURVEY
"Unsurprisingly 96% of clients surveyed in our
initial CS Survey* said that a major difference between any two entities,
is the level of customer service, given that the price is the same.
When confronted with a price difference of 10%, 67% said that they are willing
to pay 10% extra if the customer experience is formidable." this is a
clear reason why Customer Service experience should be the focus of ANY
business.
This was one of the results in a random sample
telephone survey that was used to market research the importance of Customer
Service in Malta**.
"The CS Survey gives us a good indication that
customer service as a holistic approach is an important factor for the average
client if she or he are deciding where to do their shopping. If you think,
therefore, that 9 in ten of your clients may desert you if you fail to
meet their client experience expectations, then ensuring a serious Customer
Service experience is a business must" commented Joe Meilak
the Managing Director of CSQM (Malta) Ltd when launching the company.
CSQM (
"Our standard is entirely focused on the CUSTOMER
EXPERIENCE and unlike other standards we continuously monitor adherence to the
standard. Customers now have a benchmark to compare what they are getting and
what they should aspire to get in terms of a total customer care experience.
Equally, organizations can now know exactly what client expect and how to
handle the full customer service experience so they can factor in the pertinent
costs and allocate the exact amount of resources. The standard also gives SMEs the chance to meet the client expectations of big
international companies hands down - and for an incredible modest
price." concluded Mr Meilak
when launching the service.
* CS Survey
**
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