• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Home
  • Register
  • Log In
  • Course Registration
  • Search
  • 858.674.4864

Service Strategies

Service and Support Consulting, Training and Certification

Menu
  • Consulting
    • Strategic Planning
    • Service Assessments
    • Change Management Consulting
    • eServices Consulting
    • Service Process Design
    • Service Operations Health Check
    • Knowledge Management Consulting
  • Training
    • Public Course Schedule
    • Online Learning Center
    • Management Development
      • Advanced Service Leadership
      • Support Supervisor
      • Support Manager
      • Field Service Manager
      • Field Service Supervisor
    • Individual Development
      • Service Representative
      • Support Professional
      • Support Specialist
      • Field Service Engineer
      • Strategic Account Management
    • Career Certification
      • Certified Support Managers
      • Certified Support Supervisors
      • Certified Field Service Supervisors
      • Certified Field Service Managers
      • Certification Exam Center
    • Educational Workshops
      • Team Leadership
      • Problem Solving
      • Communication Essentials
      • Engaging Challenging Customers
  • Service Standards
    • Support Standard
    • eService Standard
    • Field Service Standard
    • Professional Service Standard
    • SCP Features and Benefits
    • SCP Sponsor Companies
    • SCP Certified Organizations
  • Problems We Solve
  • Customers
    • Customer Success
    • Customer Testimonials
  • About Us
    • Executive Team
    • Our Partners
    • Upcoming Events
    • Company News
  • Blog
  • Contact
Home > Blog > The Benefits of Standards and Certification (part one)

The Benefits of Standards and Certification (part one)

December 16, 2008 Leave a Comment

If you are considering adopting industry standards and certification for your service and support organization you are probably deluged by the sheer amount of information, facts, and myths about the benefits of earning certification, what being “certified” means, how to go about it, and why.

In this article, we will sort all this out and take a broad look at some of the benefits of standards and certification along with some of the things to look for when selecting a standards program for your service organization. Certification methodology and the quality of results can fluctuate widely between the various programs available in the marketplace, so the more information you have now the more successful you will be in selecting the program that will help you achieve your goals.

Who Should Consider Standards and Certification and Why?
Here are some of the reasons companies adopt industry standards and certify their service organizations against standards, along with what to look for when selecting a program.

  • A Roadmap to World Class Service and Support
    The program should provide a framework for the development of your organization. The standards criteria should provide guidance for ensuring that best practices are developed and implemented, and should focus the organization on delivering the highest quality service and support possible.

  • Address Specific Service and Support Issues
    The standards program should cover virtually every aspect of service and support operations. It should provide a focus on key operational areas that need attention. By gaining this focus, organizations will have the momentum necessary to address long-standing issues and improve overall operations in the process.
  • Validate Current Business Practices
    Those companies that feel they are already delivering top quality service and support can use a standards program as a means of validation. Inevitably, areas for improvement can be identified through the process that will drive even higher levels of performance. The certification audit should validate the practices in place within the organization, and provide industry recognition for the quality of service and support delivered.

  • Market Service as a Competitive Differentiator
    The program should provide the type of external validation required to help communicate the quality of services delivered to your customers. Certified organizations should have the rights to use the certification logo in marketing materials – enabling the company to better promote service and support as a competitive differentiator.
  • Drive Consistency in Service Delivery
    Many organizations deliver service and support regionally and across the globe. Consistent service delivery is a key component in maintaining and driving higher customer satisfaction levels. The program must provide a common framework through the standards criteria and define the practices necessary to deliver consistent service levels across geographic boundaries. The program should then measure the degree of consistency through the certification audit process.

Categories: Blog, SCP Standards Tags:Certification, Field Service, Professional Services, Service Quality, Service Standards

Greg Coleman's avatar

About Greg Coleman

Greg Coleman is a principal partner and CEO of Service Strategies Corp. Residing in San Diego, CA, Mr. Coleman has more than 25 years of experience in the high-technology services and customer experience fields. Mr. Coleman has worked with leading technology services organizations to develop and deploy global standards for service excellence and has assessed the performance of hundreds of organizations worldwide. You can email him at gcoleman@servicestrategies.com.

Reader Interactions

Leave a Comment Cancel

This site uses Akismet to reduce spam. Learn how your comment data is processed.

sidebar

Blog Sidebar

Recent Articles

  • Protected: 2025 eService Standard
  • Protected: 2025 Field Service Standard
  • Protected: 2025 Professional Service Standard
  • Blog
  • Community
    • Articles
    • Presentations
    • Recorded Webinars
    • Research Reports
    • SCP Example Practices
Customer Experience Update

Footer

Contact

16769 Bernardo Center Drive, Suite 1-244 | San Diego, CA 92128

858.674.4864 - Corporate | 800.552.3058 - Toll Free

info@servicestrategies.com

Social Media

FacebookTwitterGoogle +YoutubeLinkedin
Consulting Services
  • Strategic Planning
  • Service Assessments
  • eServices Consulting
  • Service Process Design
  • Knowledge Management Consulting
Training Services
  • Public Course Schedule
  • Individual Development
    • Customer Service Representative
    • Support Professional
    • Support Specialist
    • Field Service Engineer
  • Management Development
    • Support Supervisor
    • Support Manager (Virtual 8 sessions over 2 weeks)
    • Field Service Manager
    • Field Service Supervisor
    • Team Leadership
  • Account Management
    • Strategic Account Management
    • Services Pro 3.0 Advanced Workshop
    • Resident Engineer Workshop
  • Career Certification
    • Certified Support Managers
    • Certified Support Supervisors
    • Certified Field Service Managers
    • Career Certification Exam Center
  • Educational Workshops
    • Problem Solving Workshop
    • Knowledge-Centered Support
  • Online Learning Center
Service Standards
  • Support Standard
  • eService Standard
  • Field Service Standard
  • Professional Service Standard
  • SCP Features and Benefits
  • SCP Sponsor Companies
  • SCP Certified Organizations

Copyright 2025 Service Strategies, All Rights Reserved | Privacy Policy | Sitemap