BSI PD CEN/TS 16880:2015
$167.15
Service excellence. Creating outstanding customer experiences through service excellence
| Published By | Publication Date | Number of Pages |
| BSI | 2015 | 34 |
This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations and achieve customer delight. It does not focus on the provision of basic customer service which organizations should already have in place.
This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.
PDF Catalog
| PDF Pages | PDF Title |
|---|---|
| 5 | European foreword |
| 6 | Introduction Figure 1 — Service excellence pyramid0F ) |
| 8 | 1 Scope 2 Normative references 3 Terms and definitions |
| 9 | 4 Relevance and benefits of service excellence |
| 10 | Figure 2 — Service excellence effect chain 5 Principles of service excellence |
| 11 | 6 Service excellence model |
| 12 | Figure 3 — Service excellence model 7 Elements of the service excellence model 7.1 Designing and renewing outstanding customer experiences |
| 14 | 7.2 Service excellence vision, mission and strategy |
| 15 | 7.3 Leadership and management commitment |
| 17 | 7.4 Employee engagement |
| 20 | 7.5 Service excellence culture |
| 23 | 7.6 Understanding customer needs, expectations and desires |
| 24 | 7.7 Service innovation management |
| 26 | 7.8 Managing customer experience related processes and organizational structure |
| 28 | 7.9 Monitoring service excellence activities and results |
| 31 | Bibliography |
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