TSE CEN/TS 16880

TSE CEN/TS 16880 is a Technical Specification that provides guidance on using service excellence in a structured way to create outstanding customer experiences. Rather than dealing with only the delivery of routine customer service, it focuses on how organizations can aim for customer delight, meet expectations and, where possible, exceed them.

How service excellence supports the customer experience

In general technical terms, service excellence is broader than simply getting the transaction right. It brings together consistency, responsiveness, reliability and the value customers perceive at each interaction. This document offers guidance on implementing that approach within an organization. Customer experience, in this general sense, is the combined result of multiple touchpoints such as communication, speed of response, problem resolution and the way expectations are managed.

Boundaries of the document and where it applies

The document does not concentrate on basic customer service tasks that organizations are expected to already have in place. Instead, it provides guidance for developing service excellence at an organizational level. It applies to all organizations that deliver services, including commercial organizations, public services and not-for-profit organizations. As a result, it offers a sector-neutral framework centered on the quality of the experience delivered to the customer, not on the type of service provider.

• Core subject: creating outstanding customer experiences beyond basic satisfaction
• Application area: all organizations delivering services
• Examples of organizations: commercial organizations, public services and not-for-profit organizations
• Document focus: guidance for implementing service excellence, not a description of basic service tasks