What is the exact difference between Service Excellence and excellent service? 🤔
It’s very simple: Service Excellence 🔝 is defined as the “capabilities of an organization to consistently deliver excellent services” (ISO 23592). In consequence, excellent service is the “output of an organization with a high level of service provision performed between the organization and the customer to achieve outstanding customer experiences that lead to customer delight” (ISO 23592).
However, it is far more difficult to achieve both: service excellence as a company’s resource and excellent service as an output. Fortunately, companies can now use two 🆕 guidelines helping to overcome both challenges: the newly published standard ISO 23592:2021 „Service excellence – Principles and model“ is describing the principles and a model consisting of four dimensions and nine elements and ISO/TS 24082:2021 shows the process how to design excellent service to achieve outstanding customer experiences.
In a concise article 📝 , Clare Naden is summarizing the scope of both ISO standards; absolutely worth reading!
#serviceexcellence #servicedesign #iso23592 #iso24082 #cse
