Customer Service Management Audit: Opportunities and Challenges

Malaysian service organizations have realized the importance of offering excellent customer service to retain customers for an extended period. To formalize the initiative, SIRIM has developed a standard, organized an assessment, and awarded organizations practicing outstanding customer service. Since 2016, many Malaysian service organizations have received awards for their excellent service. However, these organizations face various challenges in implementing the requirements and maintaining the certification. Based on our audit experience, this paper will discuss the opportunities for accreditation and the challenges faced by 50 participating organizations since 2016. The study’s findings will benefit certified organizations and those interested in participating in the accreditation effort. Some suggestions are highlighted to address the organization’s challenges for future consideration. The paper will also highlight contributions to the existing body of knowledge for academic purposes.