ISO/TS 24082:2021

Service excellence — Designing excellent service to achieve outstanding customer experiences

This document specifies principles and activities for designing excellent service that achieve outstanding customer experience. It applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

Excellence de service — Concevoir un service d'excellence pour des expériences clients exceptionnelles

General Information

• Status: Published
• Publication Date: 09-Jun-2021
• ICS: 03.080.01 - Services in general
• Technical Committee: ISO/TC 312 - Excellence in service
• Drafting Committee: ISO/TC 312/WG 2 - Design of excellent services
• Current Stage: 9020 - International Standard under periodical review
• Start Date: 15-Apr-2024
• Completion Date: 15-Apr-2024

Standards Content (Sample)

TECHNICAL ISO/TS
SPECIFICATION 24082
First edition
2021-06
Service excellence — Designing
excellent service to achieve
outstanding customer experiences
Excellence de service — Concevoir un service d'excellence pour des
expériences clients exceptionnelles
Reference number
ISO/TS 24082:2021(E)
©
ISO 2021

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ISO/TS 24082:2021(E)

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ii © ISO 2021 – All rights reserved

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ISO/TS 24082:2021(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Principles of design for excellent service . 2
4.1 Overview . 2
4.2 Emotional . 3
4.3 Adaptive . 3
4.4 Co-creative with customer . 4
4.5 Consistent with organization and customer perspectives . 4
5 Design activities of excellent service . 4
5.1 Overall process . 4
5.1.1 General. 4
5.1.2 Interdependencies among design activities of excellent service . 4
5.1.3 Design elements in the delivery of excellent service . 5
5.2 Planning a design pr oject on excellent service. 6
5.3 Understanding and empathizing with the customer . 7
5.3.1 General. 7
5.3.2 Understanding customer needs, expectations, and desires . 7
5.3.3 Building a deep empathy for customer .
...