Signet have been accredited with International Customer Service Standards (ICSS: 2003-2006). ICSS is an international benchmark administered by customer service bodies worldwide, recognising high standards of management, training and commitment to service excellence.
ICSS recognises the work of employees and the service outcomes which flow from that. The standards focus on the customers, the internal workings and infrastructure of the organisation. In Australia, the standard is administered by the Customer Service Institute of Australia (CSIA).
Signet have now joined 60 Australian government and private companies such as Virgin Blue Airlines, ANZ Personal Banking, Brisbane City Council, Westpac, Medicare, IBM, and Telstra in getting this accreditation. According to Signet, during the audit process, the CSIA was impressed with a number of the service areas they have in place, including the brand promise, the customer ordering and tracking systems, the internal corporate business model and the staff learning and development programmes.
Signet observe that their service culture includes training and personal development of staff, business and accounts, and customer management systems, which provide a transparent and quick customer experience. Signet’s business partnering approach was also a factor in their service accreditation.