CSQM

CSQM is an International Quality Mark in Customer Service

The CSQM's  Standard of Operation.

Version 1.03.9

5-Sales Process

5.1 - The pre-sale process should enable the client to obtain all relevant information to make a reasoned decision about the product or service being consumed. Certified organizations undertake to make available to all prospective client all pertinent and material information, including specifications, deliverables, price and risks associated with the product or service.

5.2 - The post-sale process should enable the client to refer back to the seller for additional information, assistance with enquiries and support in operating or consuming the product or service bought. This period shall be long enough to ensure that the client's enjoyment of the product or service is maximized.

5.3 - In case of discontinued services or products after a sale is effected, the Certified organization should advise the buyer of the event and endeavour to offer some sort of support or alternative. Where a discontinued support date is planned as at point of sale a pertinent note is to be given prior to the buying of the product or service. If the discontinued support date is determined after the sale, past clients are to be advised where practically possible.

6-Buyer's Questions

6.1 - Any questions or enquiries by the client are to be answered in as much detail as possible, in the circumstances they have been made and using the same channel used by the client.

6.2 - Questions should be constructive and always soliciting an answer.

7- Seller's Answers

7.1 - Sellers should endeavour to answer questions raised by clients or enquiries from prospective or past clients in a timely fashion depending on the medium used by the client. In any case an answer within 24 hours (during operational days) should be the latest.

7.2 - Answers should be clear and comprehensible to the client.

8-Grievance Management

8.1 - In the unfortunate event where a client / buyer relationship is in disagreement, the Certified organization is to endeavour to explain to client (past, present or prospective) its position clearly and comprehensibly and allow the client to have best possible options in the circumstances as alternatives.

8.2 - Where a client feels aggrieved in any way, he or she is to communicate as soon as possible this fact to the seller using the medium of communication of his preference, seeking address to his grievance to the best of his knowledge. This address should be fair and equitable and open to seller's agreement. Equally the seller is to handle such clients in a fast, efficient and effective manner as a matter of urgency.

8.3 - Where no progress is made in case of a grievance, the client should have an option to seek certification agency arbitration and both parties agree to the independent decision of the certification agency's equitable opinion. This shall  not detract any of the parties' legal rights.

9-Best Efforts

9.1 - Certified organization will offer their products and services to the best of current technical, artistic or skills available in the market at the quoted price.

9.2 - Where a guarantee is given by the seller this should clearly spell out what is being guaranteed in specific ways and means.

10-Ethical Statement

10.1 - Certified organizations undertake to abide with ethical considerations respecting the ideas, rights, tastes and duties of the buyers before, during and after making the sale.

10.2 - Certified organizations undertake to disclose as early as they are aware, if there are any conflicts of interest with prospective or current clients and communicate to them such information.

10.3 - Above all Certified organizations shall adhere with all the laws of the country where they operate.