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BS ISO 23592:2021

$142.49

Service excellence. Principles and model

Published By Publication Date Number of Pages
BSI 2021 32
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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.

PDF Catalog

PDF Pages PDF Title
2 National foreword
6 Foreword
7 Introduction
9 1 Scope
2 Normative references
3 Terms and definitions
11 4 Relevance and benefits of service excellence
12 5 Principles of service excellence
6 Service excellence model
13 7 Elements of the service excellence model
7.1 Service excellence leadership and strategy
7.1.1 Service excellence vision, mission and strategy
14 7.1.2 ​Leadership and management requirements
17 7.2 Service excellence culture and employee engagement
7.2.1 Service excellence culture
18 7.2.2 Employee engagement
21 7.3 Creating outstanding customer experiences
7.3.1 Understanding customer needs, expectations and desires
22 7.3.2 Designing and renewing outstanding customer experiences
24 7.3.3 Service innovation management
25 7.4 Operational service excellence
7.4.1 Managing customer-experience-related efficient and effective processes and organizational structure
27 7.4.2 ​Monitoring service excellence activities and results
30 Bibliography
BS ISO 23592:2021
$142.49