In the cleaning and hygiene industry, most companies push their field technicians to sell new products and services during every customer interaction. At Diversey, we take a different approach to customer care through our Service Excellence program. By keeping our sales team and service team separate, Diversey’s Service Specialists can focus solely on solving problems and meeting customers’ needs to help them run more efficient and profitable businesses. Not only does this method help control costs and simplify training, it demonstrates to our customers that their satisfaction is always our team’s top priority.
Our Service Specialists are reviewed according to their customer service scores, rather than on their customers’ total spend on chemicals, dispensers and other products. By recognizing these employees for their attention to customer care, we instill in them the importance of going above and beyond for their customers and build a workforce of motivated employees who love what they do.
Going for Gold
Recently, Diversey's North American Technical Operations and Customer Service Team received Gold Certification from the Customer Service Institute of America (CSIA). The CSIA has the exclusive North American rights to certify customer-centric organizations and people against the International Customer Service Standard (ICSS). The ICSS is the world’s only international customer service standard that offers a balanced internal scorecard self-assessment backed by an external assessment and certification program.
The certification process took 10 months and reviewed procedures, hiring practices, culture and leadership. Gold Certification is awarded to organizations that score 6 or higher across 27 attributes and is valid for three years. Diversey North America is proud to be the first hygiene solutions provider in the world to qualify for Gold Certification, and is now in the company of other Gold Certified organizations like FedStar LLC and Pershing LLC.
In addition to this certification, Diversey was also honored with a 2018 International Service Excellence Award from CSIA in the "Division of a Large Business" category. Learn more about the awards here.
Driving Service Excellence
Service Excellence isn’t just a phrase; it’s an internalized approach to customer service that all our Service Specialists and customer service representatives follow to bring value at every opportunity. Receiving Gold Certification from the CSIA and a 2018 International Service Excellence Award reinforces the importance of Service Excellence and demonstrates Diversey’s unmatched commitment to its customers. We look forward to achieving even loftier service goals in the future to continually reaffirm our commitment to outstanding customer care.
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