Welcome
Delacroy Systems is the professional body of choice for customer service leaders across Southern Africa. We distribute the International Customer Service Standard - ICSS, and certify Organizations against the standard.
The ICSS is the world’s only truly international customer service standard offering a balanced internal scorecard self-assessment backed by an external assessment and certification program. The standard equips business with the culture, knowledge and management systems to exceed their customer expectations and to outperform their competitors in customer service excellence.
The ICSS has been implemented by global businesses – across industries – who understand the strategic value of customer service and how it translates into increased revenue
The ICSS is the world’s only truly international customer service standard offering a balanced internal scorecard self-assessment backed by an external assessment and certification program. The standard equips business with the culture, knowledge and management systems to exceed their customer expectations and to outperform their competitors in customer service excellence.
The ICSS has been implemented by global businesses – across industries – who understand the strategic value of customer service and how it translates into increased revenue
The economic case for customer service
Customer service is an outcome. It is also a profit strategy. Here is a simple example of how it customer service leads to better customer retention and repeat business for a fast food outlet
Bad experience
Initial sale
# Lifetime sales
# Lifetime referrals
Total revenue
Revenue gain %
# Lifetime sales
# Lifetime referrals
Total revenue
Revenue gain %
R 50
3
0
R 200
400%
3
0
R 200
400%
Good experience
Initial sale
# Lifetime sales
# Lifetime referrals
Total revenue
Revenue gain %
# Lifetime sales
# Lifetime referrals
Total revenue
Revenue gain %
R 50
100
25
R 6,300
12,600%
100
25
R 6,300
12,600%
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Is increasing your customer service and your profit something you are interested in?
Find out more about the International Customer Service Standard or email us at info@delacroy.co.za to find out how we can help your business
