The International Council of Customer Service Organizations Announces the 2011 International Service Excellence Award Winners

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Organizations and individuals are recognized for their commitment to service excellence with the 2011 International Service Excellence Awards by the International Council of Customer Service Organizations.

In recognition of being leading service providers globally, organizations and individuals were awarded with an International Service Excellence Award by the International Council of Customer Service Organizations (ICCSO).

The Customer Service Institute of America (CSIA) is the body delegated by International Council of Customer Service Organizations to manage the International Service Excellence Awards. These awards are the world’s peak customer service awards with organizations and individuals that excel in service around the globe being nominated in a variety of categories to recognize their commitment to customer service excellence.

Christine Churchill, executive director, Customer Service Institute of America expected this year’s entrants to exceed her expectations; and she was correct.

"It was no surprise to see the caliber of entrants for this year’s awards. Because service is an exceptional differentiator, there is a focus on service like never before. I feel extremely lucky to be exposed to these phenomenal organizations and individuals," said Churchill.

"We were definitely choosing from the best of the best this year," says Brett Whitford,secretary-general, International Council of Customer Service Organizations. "Our judges were exposed to some innovative and out-of-the-box ideas that are leading to outstanding customer experiences and bottom line achievements."

Judging Criteria
The judging criteria for the International Service Excellence Awards is based on the rigorous International Customer Service Standard (ICSS), which provides a comprehensive and practical framework to assist organizations in delivering consistently high levels of service. Organizations applying in each of the award categories are asked to demonstrate the following to the award judges:
1. An approach to each of the attributes outlined in the International Customer Service Standard
2. The breadth and depth of the deployment of each approach
3. Results flowing from the approach and deployment
4. The level of customer involvement in the strategic decision making of the organization
5. Evidence of continuous review and improvement against the ICSS criteria
The judging committee consists of representative senior business and public sector individuals actively involved in the customer service profession.

2011 International Service Excellence Award Winners :

Company Awards:

Visonary Award
Cvent

Best of the Best
World Service Toronto
(American Express Canada)

Large Business (over 4000 employees)
Safelite Autoglass®

Large Business – Highly Commended
Ceubuana Lhuillier

Division of a Large Business
Pershing LLC, a BNY Mellon Company

Division of a Large Business – Highly Commended
National Bank Correspondent Network

Medium Business (501-3999 employees)
Ryan LLC

Division of a Medium Business
(501-3999 employees)
OnStar    

Contact Center
E*TRADE Financial Corporation

Contact Center – Highly Commended
NS Call Centre (operated by NCS)
Ministry of Defence, Singapore

Small Business (less than 500 employees)
BodyGuardz

Individual Awards:

Customer Service CEO
THOMAS M FEENEY, CEO
Safelite Autoglass®

Customer Service Manager
JORGE A RODRIGUEZ
World Service Toronto –
American Express Canada

Customer Service Professional
FARIBORZ TABATABAEI
World Service Toronto –
American Express Canada

Customer Service Leader
MARK FOXWELL
World Service Toronto –
American Express Canada

Customer Service Contact Center Manager
JODI JOHNSON
The Guardian Life Insurance Company of America    

Customer Service Executive
MARNIE THUECKS
The Guardian Life Insurance Company of America

If you would like to nominate your organization or a colleague for an International Service Excellence Award please contact us at the number below or the email associated with this media release.

About Customer Service Institute of America:
The Customer Service Institute of America (CSIA) is to be the professional body of choice for customer service leaders across the US. The Institute has the exclusive North American rights to distribute the International Customer Service Standard (ICSS) and certify Organizations against the Standard.

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Christine Churchill
Customer Service Institute of America
(312) 396.4151
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