As a member of the Customer Service Federation trade association, Byteleaders agreed to the seven service promises for customer contact on December 16, 2020.
“We are taking another great step in the professionalism of the sector,” says Geeske te Gussinklo, director of the Customer Service Federation. “The sector has absolutely proven its value in keeping organizations accessible in these times and will continue to do so. Customer service has gained a more prominent place in organizations and in the customer experience in recent years, reinforced by the digital transformation. We are now going one step further with a higher industry standard in the form of the seven service promises of the KSF.”
The seven service promises are:
- We treat customers or citizens with respect and care in contact, we offer them convenience in service and ensure good accessibility of the organization
- We take feedback that comes to the organization via customer service seriously and ensure improvements are made
- We treat customer data entrusted to us by the customer with respect and regularly check our processes for this.
- We treat our employees with respect and provide good employment conditions, good working conditions and development opportunities
- We take responsibility for the course of events in the event of outsourcing of services, suppliers only accept orders if they can keep their promises
- We ensure that technology is used in a customer-friendly and employee-friendly manner for their convenience.
- With our organization we ensure that we contribute to a good image of the sector
The reason for drawing up the service promises is that the KSF wants to do more than what the law prescribes in the interest of customers and employees. In doing so, the KSF provides even more direction for successful customer contact and offers a standard. Te Gussinklo: "Most members comply with these promises and we will support the others in achieving compliance." The seven promises will apply to KSF members from 1 January 2021. Attention will be paid to this during the knowledge sharing sessions in the coming period.
