DIN CEN/TS 16880:2016-03

Organizations often state that they put the customer at the center of their business. In competitive markets, however, it is essential to design the entire organization around the customer and the experiences offered. Organizations that know this and act upon this knowledge will be successful in business. It is no longer enough for organizations to deliver the basic services and products that customers fundamentally expect. To be successful and ahead of competitors, it is important to "wow" customers by delivering outstanding experiences. That is the goal of Service Excellence. This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations and achieve customer delight. It does not focus on the provision of basic customer service which organizations should already have in place. This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations. The responsible committee is NA 159-01-22 AA "Service Excellence" at DIN.