XP CEN/TS 16880
XP CEN/TS 16880

XP CEN/TS 16880

January 2016
Standard Current

Service excellence - Creating outstanding customer experiences through service excellence

Le présent document énonce des lignes directrices concernant la mise en oeuvre de l'excellence de service afin de produire des expériences clients extraordinaires, d'aller au-delà des attentes du client et de créer un réel enchantement du client. Elle ne se focalise pas sur le service de base rendu au client que les organisations sont déjà censées fournir.Il s'applique à toutes les organisations fournissant des services, telles que les organisations commerciales, les services publics et les organisations à but non lucratif.

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Main informations

Collections

National standards and national normative documents

Publication date

January 2016

Number of pages

37 p.

Reference

XP CEN/TS 16880

ICS Codes

03.080.01   Services in general
03.100.99   Other standards related to company organization and management
03.120.99   Other standards related to quality

Classification index

X50-261

Print number

1

European kinship

CEN/TS 16880:2015
Sumary
Service excellence - Creating outstanding customer experiences through service excellence

Le présent document énonce des lignes directrices concernant la mise en oeuvre de l'excellence de service afin de produire des expériences clients extraordinaires, d'aller au-delà des attentes du client et de créer un réel enchantement du client. Elle ne se focalise pas sur le service de base rendu au client que les organisations sont déjà censées fournir. Il s'applique à toutes les organisations fournissant des services, telles que les organisations commerciales, les services publics et les organisations à but non lucratif.
Table of contents
  • Avant-propos
  • 1 Domaine d'application
  • 2 Références normatives
  • 3 Termes et définitions
  • 4 Pertinence et avantages de l'excellence de service
  • 5 Principes d'excellence de service
  • 6 Modèle d'excellence de service
  • 7 Composantes du modèle d'excellence de service
  • Bibliographie
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