Global Standards for Service and Support Continue to Evolve (email this article)

SAN DIEGO, CA (August 10, 2004) - Service Strategies Corporation (Company Profile, Past Stories, Case Studies), administrator of the Support Center Practices (SCP) Certification program, the internationally recognized service quality standard, announced that the seventh generation of the certification standard is under development. Service Strategies will hold eight program development sessions throughout 2004 to collect input from support industry leaders. To date, four sessions have been held across North America and Europe. Remaining sessions are scheduled for Sydney, Australia; Munich, Germany; Savannah, GA; and Boston, MA. These development sessions will drive enhancements to the Seventh Edition of the SCP standard, scheduled for publication in early 2005.
 
The SCP Certification program is updated annually to reflect the evolving requirements of technology customers, changing demands in the services marketplace, and to ensure current representation of best practices within the industry. The development roundtables offer an opportunity for representatives from SCP Certified organizations as well as SCP Sponsors to provide input into the evolution of the standard.
 
“The SCP development roundtable sessions provide a tremendous opportunity for service industry leaders and visionaries to further advance quality standards,” said Greg Coleman, Service Strategies vice president of certification programs.
 
“Evolving customer expectations, emerging technologies and myriad other factors continually change the face of the services business. These development sessions help assure that the SCP Certification program continues to enable quality-conscious organizations to provide world-class service and support to their customers.”
 
The SCP Certification program defines best practices for delivering world-class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of the over 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.
 
The one day SCP development sessions are followed by Certification Showcase best practices events. These events bring together the SCP community to share their practices and discuss the challenges they face in delivering top quality technology support to their customers. The one day SCP Showcase events include best practice presentations from certified support organizations. In addition, in-depth discussions of the challenges that the presenters and attendees face in their quest to implement best practices and achieve industry standard certification are held between presentations.
 
About Service Strategies Corporation
Headquartered in San Diego, CA, Service Strategies advances service excellence for quality-minded organizations by providing industry-standard certification and training programs that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness.
 
The world’s leading service and support providers use Service Strategies’ Support Center Practices (SCP) Certification program as a roadmap for service excellence and a qualitative and quantitative measure of success. For more information, visit www.servicestrategies.com, email info@servicestrategies.com, or call 858.674.4864, toll free in North America 800.552.3058