PD CEN/TS 16880:2015 Service excellence. Creating outstanding customer experiences through service excellence

PD CEN/TS 16880:2015

Service excellence. Creating outstanding customer experiences through service excellence

Status : Current, Under review   Published : December 2015



What is this standard about?

It sets out a structured approach to implementing service excellence in order to deliver outstanding experiences, exceed customer expectations and achieve customer delight. 

Who is this standard for? 

  • All organizations delivering a service
  • All commercial organizations, public services and not for profit companies

Why should you use this standard? 

Building long-lasting relationships by providing outstanding service and a strong emotional connection with customers has become an important strategic direction for successful companies to take. It is an essential tool for any customer facing organization wanting to go the extra mile – a reputation for service excellence remains an important source of new customers. 

This PAS gives guidelines for following a structured approach to delighting customers. Providing outstanding customer experiences through individual and surprising service, resulting in delighted customers, will lead to customer loyalty and improved business success. 

Standard NumberPD CEN/TS 16880:2015
TitleService excellence. Creating outstanding customer experiences through service excellence
StatusCurrent, Under review
Publication Date31 December 2015
Normative References(Required to achieve compliance to this standard)No other standards are normatively referenced
Informative References(Provided for Information)ISO 9001, DIN SPEC 77224:2011, EN ISO 9001, ISO 10002
International RelationshipsCEN/TS 16880:2015
DescriptorsOrdering, Quality auditing, Personnel, Management, Commercial documents, Selling, Delivery, After-sales services, Information exchange, Consumer-supplier relations, Quality management, Performance, Consumers
Title in FrenchExcellence de service. Exigences et lignes directrices pour l'excellence de service en vue de créer l'enchantement du client
Title in GermanService Excellence. Schaffung von herausragenden Kundenerlebnissen durch Service Excellence
ISBN978 0 580 90150 8
File Size1.589 MB

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