10/02/2016
Cambridge English has achieved the prestigious ServiceMark accreditation, the national standard of customer service accredited by the Institute of Customer Service. At the end of last year, the Cambridge English network services team was assessed by the Institute in the areas of customer satisfaction feedback and how employees engage with customer service. The Institute cited evidence of a great deal of hard work being carried out to raise and maintain the profile of customer service within Cambridge English.
Juliet Wilson, Director Network Services, said:
'The customer is very much at the heart of everything we do at Cambridge English. Our customers are spread all over the world and they include students, parents, professionals, governments and universities. They all rely on Cambridge English exams for what are often life-changing opportunities. It's essential that we can respond to their concerns and enquiries as quickly as possible. One big advantage we have is a multilingual workforce in Cambridge and around our global network. This means we can give customers the support they need, regardless of where they are based.'
The Cambridge English story began in 1913 when three candidates in the UK took the first Cambridge English exam. Today the exams are taken by more than five million people every year and are recognised by over 25,000 organisations around the world. Last year the organisation also achieved the Queen’s Award for Enterprise in the International Trade category.
Jo Causen, CEO at the Institute of Customer Service, said, 'Cambridge English is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark is a sign that Cambridge English is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, the company will be in a stronger position to offer customers what they want, when they want and how they want it.'