To become a Certified Customer Service Professional (CCSP), all 148 members of the Global Services team had to complete a seven-module training program on customer service excellence and score a minimum of 85 percent or better on the final exam. Agfa’s Global Services team exceeded baseline expectations and passed the exam with an average score of 91 percent earning their CCSP certification and became the first company to successfully achieve the “Heart of Service Award.” Honorees are identified by a special Impact Learning Systems’ certification logo.
“Agfa Global Services is one of the most comprehensive support organizations in the industry. Committed to being a customer-driven organization, Global Services relies on continuous process improvement driven by customer feedback, reward and recognition and personal development,” said Stan Zientarski, vice president, Agfa Global Services, North America. “This award validates our staff’s high values and commitment to our customers, our organization and our goals.”
The “Heart of Service” award is the latest recognition of a continuing project that began seven years ago within Agfa Graphics. The program—designed to strengthen customer relations and service—focused on three major pillars of activities centered on customer satisfaction, including Customer Feedback, Reward and Recognition, and Training and Development.
1: “Tin Man” as written by Dewey Bunnell, Lyrics © Warner/Chappell Music, Inc., EMI Music Publishing