Retail Observer

RETAILOBSERVER.COM AUGUST 2019 64 T he Certified Service Center (CSC) Program was designed to recognize the best service companies in their industries. The process is open to companies in several industries. It recognizes their adherence to a basic set of standards that are indicators of quality. The standards were defined nearly 20 years ago and haven't changed, other than the specific certifications currently accepted. So why is this a valuable exercise for your company? That's a reasonable question! An important component of the CSC program is that it calls for the certification of technicians, customer service personnel, and of course, service managers. Some might view certification as a cost for the time spent studying plus the fee for taking the exam. The real value is that your personnel will be taking an exam that is based on the specific skills required to handle the position. If they need to review materials to pass an exam on basic knowledge and skills, it certainly won't be time wasted, and it will definitely benefit the employee and company. We take care of our vehicles and our test equipment, so why not take care of our people who represent our most important resource? If we were offered training prior to accepting a new position, how many of us could handle the job better on day one? When have we been recognized as accomplished in our field? In too many cases, the answer is "never." Certification provides independent recognition that an individual has met the industry standards for knowledge and performance relating to the job skills they need to handle the job. Certification is a big plus for your company, and of course for the individual who will be recognized for their on-the-job expertise. Just ask someone who's recently been certified. Certification, though, is just one part of being a CSC. By completing CSC certification you'll be asked to set specific standards that you can adopt as guidelines inside and outside your company. The written standards include a detailed company Customer Service Policy that can be reviewed by your personnel and customers; a written, specific employee dress code; and a brief written warranty that will prevent confusion and possible misunderstandings. The more clearly you can spell out your policies and procedures in writing, the more clearly you'll define your company, and the better everyone will understand who you are and what you represent. Too many companies have written policies that are known by and followed by only a few. Why not save the consultant fees and commit the principles to writing, then make them available to everyone and stick to them. If you need assistance completing your standards, the CSC staff can help with boilerplate samples. Your investment in the certification process will be time well spent. You'll need to complete the application, secure the certifications, finalize the items called for in the application, and pay the three-year CSC Certification fee that averages $345. That translates to just 32 cents per day. Some certifications will need to be updated by providing training information and a renewal fee, but in some cases the certifications are good for life. The time you spend up front will provide a solid foundation to help your company stay successful in the long run. This is the whole purpose of going through the CSC application process. We're here to help you refine and update your planning, document your processes in detail, and most important, offer growth paths and recognition to your people. Take the time to complete the initial application in as much detail as you feel is needed. If you're renewing your CSC application, make sure to revisit the processes and certifications you already have and modify them as necessary. Your company will win, your employees will win, and your customers will always win! S E R V I C E D E P A R T M E N T Don Pierson, Certified Service Center (CSC) www.certifiedservicecenter.org RO IS BECOMING A CERTIFIED SERVICE CENTER A VALUABLE EXERCISE FOR YOUR COMPANY?

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