TLS meets Customer Service Excellence Standard

This month, we were audited on how we support our customers as part of the Customer Service Excellence quality framework.

The Customer Service Excellence Standard focuses on what matters most to customers: delivery, timeliness, information, professionalism and staff attitude. The audit also scores us on how we manage customer insight, understand the user’s experience and measure service satisfaction.

The assessor did not just rely on what we said, but also spoke to some of our customers. For us this is the true measure of our customer service quality.. These conversations confirmed that we strive to “engage and work closely with our customers, consulting with them in a meaningful way and efficiently measuring the outcomes of the services we provide”.

The customers that were interviewed valued the services we provide and the resulting outcomes for their service users, and how we manage any problems that arise.

We are delighted to report that we continue to meet the Customer Service Excellence Standard.

Zainub Patel, Customer Relationship and Account Manager, leads on complaints and feedback. She would love to hear from you regarding the service you receive. For linguist performance, customers can leave feedback in the timesheet, give us a call, email to discuss ideas that you may have to improve the service or to explore efficiency/improvement led projects, please email and address to Zainub.