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.

  • Standard
    22 pages
    English language
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  • Standard
    23 pages
    French language
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  • Draft
    22 pages
    English language
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This document specifies principles and activities for designing excellent service that achieve outstanding customer experience. It applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

  • Technical specification
    26 pages
    English language
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  • Draft
    26 pages
    English language
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