Customer Service Network (CSN) are the UK’s leading independent customer service excellence organisation.

We have been helping organisations to improve their customer service since 1997 by providing best practice, practical, value-adding solutions that make a real difference to the customer experience.

CSN provide support for every step of the service excellence journey including customer service excellence assessment and accreditation, customer and employee surveys, benchmarking, events, people development and complaint management.

Our customers see significant benefits including differentiation from their competitors, cost savings, people engagement, a service excellence reputation, improved customer satisfaction, loyalty and advocacy and most importantly, a return on their investment.

In 2012, we became a regional partner of The International Customer Service Institute, and have exclusive rights to provide The International Standard for Service Excellence in the UK.

This allows CSN to further support the service excellence journey with a range of global products and services that help our customers to be amongst the very best in their field.

Why Service Excellence?

Why would an organisation go on a service excellence journey?

Why would they want a Service Excellence culture?

What’s wrong with just being “really good”?

Extensive research shows that customers that rate an organisation with a ‘top box’ score (such as Excellent or 10/10) are far more loyal customers, and strong advocates who will spend more, usually paying a little more, or use the services more as a result of their experience. Customers who rate below the ‘top box’, even if they think it’s good, don’t behave in the same way and will always be tempted to go elsewhere for a better deal.

There are other reasons for embarking on the journey but none more compelling than the one above. Especially in the economic climate in the UK right now. No one can afford to lose customers but we also need them to tell others and buy other products and services, as well as being loyal.

But it’s a service excellence journey for a reason. It takes a while to get there and as with any journey, there may be the odd wrong turn or bump in the road. Its why CSN always tell any organisation with aspirations to be excellent, or world-class or any other words they want to use, that they need to make a long term. And a commitment that starts right at the top.

After that its straight forward. You just need to fully engage your people, understand what customers want and expect, provide it consistently and excellently and ensure you are continually measuring and monitoring performance. There is no magic button to do this, but it’s what the best do, and its why they are the best.

- See more at: http://www.customernet.com/about-us/#sthash.od5T2Su7.dpuf