We are honored to announce that, in December 2010, Pershing became the first financial organization in North America to be awarded certification to the International Customer Service Standard (ICSS) by the Customer Service Institute of America (CSIA), the certifying body for the ICSS in North America. With the achievement of certification, we are also a finalist for the International Service Excellence Awards for 2011. We believe this award is another example of how Pershing continues to look for ways to lead the industry in service excellence.
The ICSS is based on a balanced scorecard methodology that evaluates organizations not only on their focus and commitment to their customers, but also their ability to deliver cohesive and seamless service. Organizations must demonstrate this commitment across 25 attributes set by the ICSS; a minimum score for each attribute is required for an organization to be awarded certification.
The CSIA believes that an organization requires alignment between passion and process to achieve service excellence. Four key perspectives are necessary to accomplish this goal:
- Learning and growth
To obtain certification to the ICSS, we provided a self-assessment. We also completed onsite assessments, where CSIA-licensed representatives reviewed our processes and company culture.
As part of CSIA’s evaluation, we received feedback regarding our strengths and our improvement opportunities. We will use this guidance to further our commitment to service excellence and to drive the success of your business through our world-class service.
If you have any questions, please contact your Account Manager.