VeriSelect

 

Certifying Excellence in the Customer Service Sector

 

In today’s increasingly competitive landscape, your company’s success is tightly linked to your ability to meet your customers’ service expectations.  Are you providing your customers the services they need and deserve, when and how they need them?  Demonstrate your ability and commitment to delivering impeccable customer service with a distinctive VeriSelect service certification. The purpose of VeriSelect is to define and promote the high level of quality that you undertake to provide your customers.  You can communicate your customer service excellence by including the prestigious VeriSelect label on your promotional materials, giving potential customers an extra reason to choose you over your competitors.

 

A VeriSelect certification is unique in that it takes into account your actual customers’ views and expectations in combination with what outcome and services you aim to provide. Through a proven measurement and evaluation methodology, we issue VeriSelect certification only to companies who meet all of the established criteria.  Beyond initial certification, you can achieve continuous service quality improvements with the help of regular surveillance audits. As a result, you will develop a loyal customer base that will feel confident recommending you to peers and colleagues.    

 

FAQs

 

Who is VeriSelect for?
Service-providing companies that have mature quality management systems and would like to go to the next level. This is particularly vital for companies operating as a network (franchises, agencies, branches), or companies delivering public services such as transportation, healthcare, catering, distribution, banks and insurance. 

 

How does VeriSelect evaluate quality?

We evaluate your customers’ perception of quality, as well as your own. Service beneficiaries, meaning customers and the community, seek qualities that may or may not match with your targeted service. Moreover, their perception of your delivered service may or may not match with how well you think you performed. In a successful customer service program, these correspond. To evaluate this, we look at the full quality loop between you and your customers including service quality that is:
  Delivered: the level achieved against objectively measurable criteria.
  Perceived: the customers’ impression of the delivered service.
  Sought: the level required by customers’ implicitly or explicitly.
  Targeted: the level the service provider plans to achieve. 

 

On what criteria do you base certification?

Although each of our clients has a unique customer service model, there are several key criteria axes that are a part of most VeriSelect audits:
  Availability. To what extent do you offer your service, in terms of geography, time and frequency?  
  Accessibility. Who has access to your service?
  Information. How do you systematically provide information about your service?  
  Time. Do you respect your customers’ time?
  Customer care. What extra steps are you taking to look after your customers?
  Comfort. Is your service provided in an agreeable setting?
  Security. Do your customers experience a sense of personal protection thanks to your security efforts?  
  Environmental impact. Are you respecting the environment?
  Social impact. Are you respecting the community? 

 

What is the VeriSelect methodology?

  Understand your customers’ needs. What service quality do they seek?  In this step we review and analyse their requirements and expectations.
  Translate your customers’ needs into service criteria. We use them to create an audit framework and auditable standards. 
  Validation with the “targeted interested parts”, i.e. users, professionals, consumers. 
  Auditing. After you implement your service quality program, we perform independent audits such as mystery shopping, interviews or observations.  Companies who pass the audit receive a certificate stating the fulfilled service criteria. 
  Continuous improvement. We perform surveillance audits to ensure continual service quality excellence.


Why choose Bureau Veritas Certification?


 Our success is based upon a close working partnership, focused on driving your business forward.
 Bureau Veritas Certification strength lies not only in its global presence, but the combined skills of our team of 5,700 specially trained auditors.
 Moreover, Bureau Veritas Certification is a world leader with approximately 80,000 certified companies in 100 countries.
 Bureau Veritas Certification offers the possibility of combined certifications incorporating a wide range of recognized standards, bringing consistency, optimization and efficiency.

Võta meiega ühendust

Bureau Veritas

Telefon: +372 667 6610

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