CEN/TS 16880:2015

Service excellence - Creating outstanding customer experiences through 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 providing 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.

Service Excellence - Schaffung von herausragenden Kundenerlebnissen durch Service Excellence

Diese Technische Spezifikation legt eine Handlungsempfehlung für die Umsetzung von Service Excellence fest, um herausragende Kundenerlebnisse zu schaffen, Kundenerwartungen zu übertreffen und Kundenbegeisterung zu erzielen. Sie ist nicht auf die Erbringung eines grundlegenden Kundendienstes fokussiert, über den die Organisationen bereits verfügen sollten.
Dieses Dokument gilt für alle Organisationen, die Dienstleistungen anbieten, wie z. B. kommerzielle Orga¬nisationen, öffentliche Dienstleister und gemeinnützige Organisationen.

Excellence de service - Créer une expérience client extraordinaire par l'excellence du service

Odličnost storitev - Ustvarjanje pomembnih odjemalskih izkušenj z odličnostjo storitev

Ta tehnična specifikacija opredeljuje navodila za implementacijo odličnosti storitev, s katerimi se zagotovi izjemne odjemalske izkušnje, preseže pričakovanja odjemalca in poskrbi za njegovo zadovoljstvo. Ne osredotoča se na zagotavljanje osnovnih odjemalskih storitev, ki bi morale biti v organizaciji že vzpostavljene.
Ta dokument se uporablja za vse organizacije, ki zagotavljajo storitve, kot so komercialne organizacije, javne službe in neprofitne organizacije.

General Information

• Status: Published
• Publication Date: 01-Dec-2015
• ICS: 03.080.01 - Services in general
• ICS: 03.100.99 - Other standards related to company organization and management
• ICS: 03.120.99 - Other standards related to quality
• Technical Committee: CEN/TC 420 - Project Committee - Service Excellence Systems
• Drafting Committee: CEN/TC 420 - Project Committee - Service Excellence Systems
• Current Stage: 9093 - Decision to confirm - Review Enquiry
• Completion Date: 23-Feb-2022
• Ref Project: SIST-TS CEN/TS 16880:2016 - Service excellence - Creating outstanding customer experiences through service excellence

Standards Content (Sample)

SLOVENSKI STANDARD
SIST-TS CEN/TS 16880:2016
01-maj-2016
2GOLþQRVWVWRULWHY8VWYDUMDQMHSRPHPEQLKRGMHPDOVNLKL]NXãHQM]RGOLþQRVWMR
VWRULWHY
Service excellence - Creating outstanding customer experiences through service
excellence
Service Excellence - Schaffung von herausragenden Customer Experiences durch
Service Excellence
Ta slovenski standard je istoveten z: CEN/TS 16880:2015
ICS:
03.080.01 Storitve na splošno Services in general
03.100.99 Drugi standardi v zvezi z Other standards related to
organizacijo in vodenjem company organization and
podjetja management
03.120.99 Drugi standardi v zvezi s Other standards related to
kakovostjo quality
SIST-TS CEN/TS 16880:2016 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TS CEN/TS 16880:2016

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SIST-TS CEN/TS 16880:2016


CEN/TS 16880
TECHNICAL SPECIFICATION

SPÉCIFICATION TECHNIQUE

December 2015
TECHNISCHE SPEZIFIKATION
ICS 03.080.01; 03.100.99; 03.120.99
English Version

Service excellence - Creating outstanding customer
experiences through service excellence
Excellence de service - Exigences et lignes directrices Service Excellence - Schaffung von herausragenden
pour l'excellence de service en vue de créer Kundenerlebnissen durch Service Excellence
l'enchantement du client
This Technical Specification (CEN/TS) was approved by CEN on 7 October 2015 for provisional application.

The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to
submit their comments, particularly on the question whether the CEN/TS can be converted into a European Standard.

CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS
available promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in
parallel to the CEN/TS) until the final decision about the possible conversion of the CEN/TS into an EN is reached.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2015 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 16880:2015 E
worldwide for CEN national Members.

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SIST-TS CEN/TS 16880:2016
CEN/TS 16880:2015 (E)
Contents Page
European foreword . 3
Introduction . 4
1 Scope . 6
2 Normative references . 6
3 Terms and definitions . 6
4 Relevance and benefits of service excellence . 7
5 Principles of service excellence . 8
6 Service excellence model . 9
7 Elements of the service excellence model . 10
7.1 Designing and renewing outstanding customer experiences . 10
7.2 Service excellence vision, mission and strategy . 12
7.3 Leadership and management commitment . 13
7.4 Employee engagement .
...