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Complaints/Feedback Registration Enrolment CSQM Alliance Members

WHAT IS CSQM?

CSQM is an International Quality Mark in Customer Service

CSQM is a quality mark that certifies a level of Customer Service across any industry or organizational setup, be it a small or large organization. The certification is based on a minimum set of criteria. Click Here to read our criteria.

Does it apply to one particular industry?

The CSQM applies to any industry. There are some slight variations and sectorial regulatory or legal obligations take precedence.

How would I know who has CSQM Enrolment or Certification?

All Certified CSQM organizations are obliged to communicate to their clients (prospective, current and past) that they are Certified CSQM organizations. We also maintain a current list. Click Here for the full list.

What's the difference between Enrolment and Certification in CSQM?

Organizations who apply for Certification are first Enrolment to CSQM on the bona fide assumption that they will qualify as Certified organizations within the first 3 months from Enrolment. Enrolled organization CANNOT use the CSQM logo

How does CSQM help Prospective, Current and Past Customers?

CSQM ensures that Certified organizations have a system in place to cater for the needs of prospective, current and past clients in the best possible way by furnishing them with a fair deal, adequate information during the product-usage life-cycle and in case of a dispute or contestation concerning the underlying product or service.

How does CSQM define the Best Possible Client Experience?

The Best Possible Client Experience is defined in the Standard of Operation (SOO ). It is based on best practices in various sectors. The standard is fluid and we keep it updated. Registered clients are updated with any SOO updates.

How does CSQM handle my complaints?

Your complaints are immediately sent for comments by the organization/s concerned. We do the follow up and also the chasing if need be and keep you informed. We will endeavor, but are not obliged, to bring you and the organization concerned on the proverbial goodwill table and resolve the dispute in the shortest possible time and in the fairest possible way.

The CSQM's Standard of Operation.

Version 1.03.9

General comment - This Standard in Customer Service is designed to make sure that the client experience is maximized for the price paid in a fair and equitable way. The Standard is industry agnostic and can be adapted to any industry, government service or not-for profit service where a service in any way. This version (1.03.9) replaces all previous version.

1-Pricing

Certified members adhere to a set of Pricing principles which are

1.1 - Transparent price, meaning that price communicated is all inclusive for the product or service delivered, without any additional costs for the execution of the transaction agreed upon.

1.2 - Any change in product specification/delivery, attracting additional costs will be advised to client as soon as the client confirms the changes requested.

1.3 - Where a product is part of a bundle, the client is provided with a breakdown of the various components that enables him to understand what he was billed for.

1.4 - In long dated contracts, prices can change, so, the certified organization should ensure that adequate notice is given which would enable the buyer to decide if he continues to consume the service or not. Any exit fees are to be communicated at the beginning of the contract and if they are introduced during the contract a free-exit period is offered.

2-Product

2.1 - Products and Services should be clearly described and communicated to the buyer detailing all deliverables, including tangible, intangibles and delivery time.

2.2 - Certified organizations shall endeavour to produce, manufacture and serve set products and services using the best quality products and knowledge in the trade to deliver first class service.

3-Delivery

3.1 - Products and Services are to be delivered on agreed time, and in conformance with the product or service description (2.1).

3.2 - Where a delivery date is to be compromised, the seller is to communicate with the buyer as soon as he learns of this non-conformance and offers the buyer a choice of options in line or better then the original terms.

4-Information

4.1 - Certified organizations are to inform clients about their products and services in a holistic way and endeavour to answer their question in a timely fashion. Where reference to third parties is required, the buyer or enquirer is to be advised when the request for the information to the 3^rd party was made, interim feedback and final response.

4.2- Certified organization should offer direct human interface enquiry channel to address information requests during operational hours, duly manned to ensure that enquiries are dealt with promptly in the circumstances. In case of non-real time communications an answer should be furnished within 24 hours (during operational days).

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.

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