Customer First Philosophy

4th Oct 2010

One of the underpinning values of OCS is our ‘Customer first Philosophy’. We understand that our customers are our primary reason for being and strive to innovate and create value for them by understanding and anticipating their needs and expectations.

In order to further enhance our ability to better serve our customers, we recently became members of The Institute of Customer Service. This is an independent, professional membership body for every aspect of customer service.

Membership of the ICS will assist us by providing an already tried and tested framework on which to build our customer service processes. This will deliver high quality, tangible benefits to our organisation, individuals and other stakeholders so that our customers can improve their customers’ experiences and their business performance.

We believe that improving service levels brings several key benefits

  • A positive bottom line performance
  • Increased profitability
  • Improved customer retention
  • Reduced costs per customer
  • Increases in customer referrals
  • Staff satisfaction improvements
  • Reduced staff turnover

Membership of the ICS will help us to increase our skills and measure our progress towards true customer services excellence.

A recent case study commissioned by the Institute of Customer Service commented that world class companies, (including Tesco, Singapore Airlines and the RAC) portrayed that a world class enterprise is one that is easy to do business with and included four vital ingredients :-

  1. delivers the promise
  2. provides a personal touch
  3. goes the extra mile
  4. resolves problems well

The ICS will assist us in already established plans to ensure we are delivering to the promises made to our customers.

OCS will soon undertake a ‘Servicecheck’ online diagnostic which informs us how our organisation is progressing in delivering a world class service. This will produce a report which will identify our areas for improvement.

We continue within business support to develop customer facing systems to assist the business in improving the services we offer. A recent audit has shown that our customers are thinking positively about the way we deal with queries, strengthening the relationships between OCS and our customer base.

If you would like to know more about the ICS please click here.

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