This document specifies service excellence terminology, principles and model to achieve outstanding customer experience and sustainable customer delight. It does not focus on the provision of basic customer service but on the provision of excellent service. This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.
Tämän julkaisun valmistelusta Suomessa vastaa SFS Suomen Standardit, puh. 09 149 9331.
Sisällysluettelo
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Relevance and benefits of service excellence
5 Principles of service excellence
6 Service excellence model
7 Elements of the service excellence model
7.1 Service excellence leadership and strategy
7.2 Service excellence culture and employee engagement