twelve | cover story
home the conditions, but also prosper and help to faster and in better shape.”
message that lift the UK out of recession earlier than She also points to the demands people now
service should be would otherwise have been the case. put on customer service and hence the need to
openly and widely “Our mission is to lead customer service be ever more responsive. “In this technological
celebrated – a performance and professionalism and world we live in, there is now this fast, direct link
message that has we aim to be the authoritative voice of to your organisation and reputations are much
proved infectious customer service - the touchstone for more on the line. On the other hand, we know
and irresistible, it those whose focus is on the delivery of that, if you have outstanding customer service
seems. world-class experiences,” states Causon. and customer satisfaction, people are twice as
At the helm of Apart from its commitment towards, likely to stay with your organisation and three
ICS is Jo Causon, and support for, National Customer times as likely to recommend you to others.”
who took up her Service Week, ICS also drives initiatives Customer service excellence also means
appointment as across several areas, embracing the greater organisational effi ciency and
chief executive in following: effectiveness. “Businesses who achieve these
late March 2009, Infl uence employers and policy levels are not spending lots of time dealing with
succeeding David makers complaints and that allows them to be more
Parsons, who held Develop and spread authoritative inventive. Those who do this best build customer
the post for more
Jo C
auson, chief e
xecutiv
e, IC
S
knowledge and good practice in customer service into the fabric of their organisations. But,
than eight years. Causon comes to service. For examples of this, look at the activities given the nature of our much more competitive
the task well equipped. She joined ICS from the available to our member organisations in their and global world, where customers can readily
Chartered Management Institute, where she had area, our research our conference programme go elsewhere, customer service has to be a
been director of marketing and corporate affairs Defi ne national, professional and occupational continuous process.”
since July 2005. Prior to that, she held director customer service standards and how people
roles in brand and business consulting and, can attain them. Look at our work on National
before that, was both head of group marketing Occupational Standards, ICS Professional Awards
Double Delights
and strategic executive to the director-general and NVQ/SVQs in Customer Service.
at City & Guilds. She also has more than 11 years’ Give people professional recognition through
experience in the fi nancial services sector. individual membership. There’s now a growing
number of people working in customer service
“There is no room for who have achieved a national standard
complacency, given the
Help customer service professionals develop
number of economic
and stay motivated through a Continuous
Professional Development programme.
challenges we face as
Recognise, reward and celebrate the
organisations. Now is
attainment of customer service excellence by
organisations and individuals. IT service desks across the UK and
defi nitely the time to raise Europe are being urged to celebrate the
the game.”Jo Causon, ICS
Raising The Game importance of excellent customer service
This is a highly ambitious agenda and Causon by taking part in IT Service Week - 5-9
While NCSW is close to the ICS’s heart, it is acknowledges the enormity of the task. “The October.
but the visible manifestation of the institute’s reality is that we still have a long way to go in Running alongside the National Customer
wide-ranging and multi-faceted activities relating driving home the messages benhind customer Service Week initiative, the Service Desk
to service. And that is expanding. Causon has service,” Causon told SupportWorld. “There is Institute is calling for all IT service desks and
indicated that, under her leadership, ICS will no room for complacency, given the number of support teams to get involved in IT Service
work in partnership with its members and other economic challenges we face as organisations. Week and promote the excellent service they
stakeholders in realising the increased return on Now is defi nitely the time to raise the game.” give to their customers, both internal and
investment that excellent customer service can She is convinced, however, that customer external.
deliver and the role it can play as a motivator for service can act as a powerful antidote to those Activities to promote the service desk
those working within an organisation. This, she challenges. “I feel customer service has been could include job swaps between front-line
fi rmly believes, will enable those organisations to experiencing something of a renaissance. We see analysts and management, fancy dress
keep their talent, as well as their customers. many of our members who are making it the DNA or themed days, PC support drop-ins, IT
It is also her belief that, by working to develop at the heart of their businesses and that will make support roadshows and inviting customers to
customer service excellence, organisations will them more viable in the longer term. It will enable nominate their IT service ‘hero’.
not only survive the current challenging economic them to come though the recession that much
august.september | 2009 www.supportworld.co.uk
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