How to apply the CSQS?
The CSQS applies
primarily to the Customer Service business process and the
interaction / impact on other business processes. Examples
include Customer Service Contacts, Product and Services,
Knowledge Management, Technical Support, Help Desk, Distribution
Fulfilment, Operator Services, Order processing, etc.
The CSQS is intended to be generic, and independent of any
specific industry or economic sector. It is applicable to
the Customer Service function in all types and sizes of
organisation. For example, CSQS can be applied to Customer
Service Centers in the banking sector, telecommunications, and
manufactured products, etc. Application of the standard can be
conducted in stages or as an improvement process
The CSQS is
presented in a modular form so that it can be easily tailored or
extended to suit individual organizations, taking into account
the size, complexity and nature of the business.