CIPS customer service standards
Our organisation aims to deliver to our members and customers the highest customer service standards.
Customer service: Our vision
To put the customer at the heart of everything we do by creating a global, pro-active offering that delivers a frictionless, relevant and personalised service.
- Frictionless: deliver a seamless and engaging customer experience at every opportunity.
- Relevant: deliver an appropriate service offering that supports all individuals at every stage of their professional journey.
- Personalised: provide a proactive, value added service that delivers to every customer's expectation.
When customers contact us we will:
- Respond quickly and efficiently in a clear manner to all enquiries
- Provide clear, helpful and up to date information about our services through accessible channels.
- Let customers know what will happen next, by when and by whom and deal with customers in a polite, professional and courteous manner.
- Be honest with the customer and let them now if we are unable to deliver a service and offer alternatives/signpost to other service providers.
How we actively listen to our customers:
- Encourage feedback through all avenues and take account of comments made in order to improve service delivery.
- Empower our staff to provide solutions and to own the individual customer experience.
- Where we have made a mistake we will seek to put the problem right at no cost to the customer.
- We will enable our customers to have choice in how they wish to seek information, advice or interact with us.
