What is PD CEN/TS 16880 about?
PD CEN/TS 16880sets out guidance for the implementation of service excellence to create outstanding customer experiences, exceed customer expectations and achieve customer delight. PD CEN/TS 16880applies to all organizations delivering services, such as commercial organizations, public services, and not-for-profit organizations.
Who is PD CEN/TS 16880for?
PD CEN/TS 16880on service excellence is useful for:
- Service based organizations
- Management board members and advisors
- Employee relationship manager
- Administration
Why should you use PD CEN/TS 16880?
The competitive world in which customer expectations and behaviour evolve has changed. Today, globalization, new technologies, education, information, transparency, and the increased choice of products and services allow customers more freedom of choice. Every purchase and customer contact are a moment of truth.
PD CEN/TS 16880describes the principles, elements, and sub-elements for creating outstanding customer experiences. The basic foundations of implementing service excellence are the two lower levels of the service excellence pyramid.
PD CEN/TS 16880deals with the upper level which are:
- Individual service
- Surprising service
These two levels create an emotional connection with the customer and lead to customer delight. The impact for the business is a strong brand image and attractiveness to new and existing customers as well as competitive differentiation.