Customer Service Excellence – what it means for us and you!

Even though technology is constantly changing how we interact with each other; there's one thing that's forever valuable: good customer service. It's the foundation of a strong, trustworthy relationship between an organization and the people it serves. In the financial sector, this is especially true.

When our customers entrust us to support them financially, this means only lending what is affordable, helping them to understand finance, and being there for them if their cashflow becomes a bit bumpy.  Entrepreneurs need to know that the businesses they “buy” from are putting them first and have their interests at heart.

That is where the Customer Service Excellence (CSE) quality mark comes in. Think of it as a gold star for organizations that are really great at looking out for customers. It is not just about good manners; it is about showing that an organization is set up to serve, listen, and respond effectively.
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What Is the Customer Service Excellence Mark?

The CSE mark is an independent accreditation that assesses the way an organization provides its services, in accordance with what customers genuinely require. Gaining this accreditation doesn't involve checking boxes on a form—it involves showing a sincere commitment to people over processes.

Organizations must pass five main criteria to obtain the CSE quality mark:
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1.      Customer Insight: Does the organisation actually understand what their customers need and what their expectations are?

2.      The Culture of the Organisation: Is the organisation's leadership dedicated to customer focus, and do staff members feel empowered to deliver great service?

3.      Information and Access: Is information brief, easily accessible, and simple to comprehend? Can customers access services in a way that is convenient for them?

4.      Delivery of Service: Is the service reliable, efficient, and fairly and respectfully delivered?

 5.      Timeliness and Quality of Service: Do they fix things promptly and properly, and use customer feedback to drive continuous improvement?

By meeting these standards, an organization is awarded the CSE mark, which declares to the world that they have been independently evaluated as a customer-focused business.

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The Power of Customer Service Excellence in Finance

To most, the world of finances is scary and complex. Customers are typically faced with jargon, rules, and mechanisms that aren't always clear. And it's precisely because of this that the CSE quality mark is so incredibly valuable within the financial sector.

A financial organization that has the CSE quality mark is, in effect, making a public commitment to:
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1.      Clarity over Complexity: They are dedicated to explaining their business loans and products in clear, simple language, so you can make assured decisions without the need for a dictionary.

2.      Trust and Transparency: The badge shows that the organization is dedicated to fair, respectful, and transparent treatment of its clients, building the trust that is so vital when managing money.

3.      Competitive Advantage: In a saturated and competitive marketplace, CSE can prove to be a powerful differentiator of providers of business finance. It's a concrete seal of excellence that allows an organization to gain new customers and build long-term, loyal relationships.

Lastly, the CSE accreditation transforms a financial institution from a mere service provider to a firm partner you can trust.

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Beyond the Standard: Compliance Plus Certificates

The CSE mark sets the standard for excellent customer service, but some institutions go an additional mile and gain Compliance Plus certificates.

A "Compliance Plus" certification indicates that an organization has not just met the minimum legal or industry standards (the"Compliance" component) but has gone beyond them (the"Plus" component). This could include implementing extra security controls, adhering to the most recent best practices, or meeting more stringent quality standards.

For example, we have achieved three Compliance Plus certificates in:
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Leadership policy and culture

“They have an extremely strong corporate vision, underpinned by ethical values. Covering responsive, transparent, flexible and accessible services, customers and their needs are truly at the heart of service delivery.”

Quality of information

“They offer a very simple summary of their services in the ‘key terms’ section of the loan offer. The language and tone in this document are easy to understand and provide important information in a very accessible way. This level of clarity helps to ensure all customers understand the implications of the loan agreement. In conjunction with the more detailed explanations elsewhere in the document, every effort is taken to ensure small business customers are aware of legal aspects.”

Co-operative working with others

“Finance brokers are referred to as ‘partners’, representing the close relationship that continues to be nurtured. Further to this, Swishfund is careful to ensure they partner with the right commercial finance broker. This includes ensuring that small business customers are informed about the best option for them, that the risks of delinquency are minimised, that lending criteria is understood, and that the ideal customer profile is shared.”

This proves a company that is not just compliant but actively invested in overall excellence. If you notice a company has both the Customer Service Excellence mark and one or more Compliance Plus certifications, you're working with a partner that is dedicated to a secure, high-quality, and customer-focused experience.

In a world where trust is the most valuable currency, the CSE mark and certifications ensure that the company you choose isn't just good at what they do but are also strongly committed to doing it the right way.

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