Contact is made with EMQC to request an information pack, a quote for assessment or a booking form. 

Should clients decide to proceed for an assessment it is required that an assessment booking form is completed and submitted to EMQC.

EMQC will then appoint an appropriate assessor.

A cost is then calculated, based on the amount of days required to undertake the assessment.

Assessments typically follow the process below:

·        EMQC will acknowledge receipt of the booking form and inform the client of their appointed assessor.

·        The assessor will contact the client to discuss how they wish to present their evidence (the information that shows how the Customer Service Excellence Standard is being met), and to agree dates for the assessment to take place. Clients may also request a pre–assessment visit if they wish, to help them fully prepare for their assessment.

·        If a pre–assessment has taken place, the assessor will give their recommendation to the client on whether they are ready to proceed with the main assessment.

·        A visit plan is agreed between the client and the assessor.

·        The assessment involves the assessor visiting a selection of sites and speaking to a number clients and users. They also will be reviewing documentary evidence. The assessor will respect client and business confidentiality.

At the end of the assessment the assessor will meet with members of the organisation to feedback on the assessment and inform them of their recommendation. Following the assessment the associate can make one of two recommendations:

·        The assessor requests further information before a recommendation can be made.

·        The assessor is able to provide a positive recommendation to the EMQC Certification Committee.

The assessor will prepare a written report containing their recommendation which is sent to the EMQC Certification Committee. The client will be informed in writing of Committee’s decision within 15 working days of their last on site date.

Subject to a successful outcome the client will receive a certificate from EMQC, which is valid for three years.  This would be subject to ongoing monitoring visits to ensure the Customer Service Excellence Standard is still being maintained and also to encourage continuous improvement.