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"Diagnosing, Supporting & Recognising Outstanding Customer Service"
Putting the Customer First®

The 7 Steps to Accreditation

Step 1: Contacting a Customer Relationship Manager

Get in touch with a Customer Relationship Manager to find out how the Customer First Standard can make a real difference to your organisation.


Step 2: Scoping

You will be given a simple questionnaire which comprises of 10 questions, covering everything from your objectives and expected timeframes, to more detailed questions that cover employee numbers, customer groups and types of services you offer. 


Step 3: Making a Commitment

Once you have agreed a package for Customer First with your Relationship Manager you will be asked to make a formal commitment, you will be sent an Agreement Order Form which you will need to review and sign in order to move forward.


Step 4: Allocation of Assessor

We will allocate you an assessor that is best suited to your organisation. Our highly experienced Assessors will be on hand to delve into your scope in more detail and will deliver an effective on-site Diagnostic Assessment of your services.


Step 5: Diagnostic Assessment & Development Reporting

Our Diagnostic Assessment service will support you in making clear, concise and valuable improvements to your service operations.


You should expect to see your Assessor anywhere between 6-8 weeks from when you initially commit to Customer First, they will conduct an on-site visit where they will interview staff members to establish how well embedded and understood your services are.


You will also receive a detailed Assessment Report and Action Plan to start implementing developments and improvements.  Support will be given at every stage of your journey and you will be encouraged to find out what support from Customer First UK is available to help you implement those all important developments and improvements.


Step 6: Finding out your Outcome!

Once you have implemented the changes we will re-visit your organisation (normally within 6 months) to examine all development areas (and a couple of compliant areas) to ensure you fully meet the criteria of the Customer First Standard, you will then be notified of your outcome:


  • Compliant – You fully meet all 30 areas of the Customer First Standard are now Accredited!

  • Partially Compliant – You meet some but not all of the 30 Statements, further work will need to take place in order to achieve Compliance.

    Further action plans will be detailed by your assessor and an agreement will take place between you and your Assessor to re-visit your organisation to be re-assessed.


Step 7: Promoting Your Achievement

Organisations that have achieved the Customer First Standard will be given a dedicated page on the Customer First website to promote their achievement and services. You will be showcased alongside other companies that have demonstrated outstanding levels of customer service and will be amongst some of the best customer focused organisations across the UK and beyond.

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