| PDF Pages<\/th>\n | PDF Title<\/th>\n<\/tr>\n | ||||||
|---|---|---|---|---|---|---|---|
| 2<\/td>\n | National foreword <\/td>\n<\/tr>\n | ||||||
| 7<\/td>\n | Foreword <\/td>\n<\/tr>\n | ||||||
| 8<\/td>\n | Introduction <\/td>\n<\/tr>\n | ||||||
| 9<\/td>\n | 1 Scope 2 Normative references 3 Terms and definitions 4 Methodology and overview of selected organizations 4.1 Methodology <\/td>\n<\/tr>\n | ||||||
| 12<\/td>\n | 4.2 Overview of selected organizations <\/td>\n<\/tr>\n | ||||||
| 16<\/td>\n | 5 Practices of service excellence leadership and strategy 5.1 General 5.2 Service excellence vision, mission and strategy 5.2.1 Customer centricity aspect in vision and mission <\/td>\n<\/tr>\n | ||||||
| 17<\/td>\n | 5.2.2 Humanistic care and strategy for service ecosystem <\/td>\n<\/tr>\n | ||||||
| 18<\/td>\n | 5.3 Service excellence leadership and management requirement 5.3.1 Management responsibility <\/td>\n<\/tr>\n | ||||||
| 19<\/td>\n | 5.3.2 Manager\u2019s processes and roles <\/td>\n<\/tr>\n | ||||||
| 20<\/td>\n | 6 Practices of service excellence culture and employee engagement 6.1 General 6.2 Service excellence culture 6.2.1 Cultural values and learning journey <\/td>\n<\/tr>\n | ||||||
| 21<\/td>\n | 6.2.2 Cultural values by co-creation and sharing best practices among employees <\/td>\n<\/tr>\n | ||||||
| 22<\/td>\n | 6.2.3 Framework of deeply understanding BtoB service <\/td>\n<\/tr>\n | ||||||
| 23<\/td>\n | 6.2.4 Leadership in implementing service excellence culture <\/td>\n<\/tr>\n | ||||||
| 24<\/td>\n | 6.3 Employee engagement 6.3.1 Blended learning and service excellence academy <\/td>\n<\/tr>\n | ||||||
| 25<\/td>\n | 6.3.2 Recognition and enhancement of customer centricity <\/td>\n<\/tr>\n | ||||||
| 26<\/td>\n | 6.3.3 Mechanisms of increasing employee engagement 7 Practices of creating outstanding customer experiences 7.1 General <\/td>\n<\/tr>\n | ||||||
| 27<\/td>\n | 7.2 Understanding customer needs, expectations and desires 7.2.1 Use of customer experience management platform 7.2.2 Revealing latent customer needs <\/td>\n<\/tr>\n | ||||||
| 28<\/td>\n | 7.2.3 Touchpoint management and understanding customers <\/td>\n<\/tr>\n | ||||||
| 29<\/td>\n | 7.2.4 Capturing and monitoring customer feedback to understand customers <\/td>\n<\/tr>\n | ||||||
| 30<\/td>\n | 7.3 Designing and renewing outstanding customer experiences 7.3.1 Service promise, standard, and recovery excellence <\/td>\n<\/tr>\n | ||||||
| 31<\/td>\n | 7.3.2 Co-design of the customer experience starting with clarifying service promise <\/td>\n<\/tr>\n | ||||||
| 32<\/td>\n | 7.3.3 Customer care training and integrated management system <\/td>\n<\/tr>\n | ||||||
| 33<\/td>\n | 7.4 Service innovation management 7.4.1 Dedicated time slots for new employees and online user community <\/td>\n<\/tr>\n | ||||||
| 34<\/td>\n | 7.4.2 Horizontal deployment of service excellence culture through successful case <\/td>\n<\/tr>\n | ||||||
| 35<\/td>\n | 7.4.3 Appreciating ideas from front-line employees and professional employees <\/td>\n<\/tr>\n | ||||||
| 36<\/td>\n | 7.4.4 Pursuing personalizing services through the service innovation management <\/td>\n<\/tr>\n | ||||||
| 37<\/td>\n | 8 Practices of operational service excellence 8.1 General 8.2 Managing customer-experience-related efficient and effective processes and organizational structure 8.2.1 Partnership and customer-experience-related technologies <\/td>\n<\/tr>\n | ||||||
| 38<\/td>\n | 8.2.2 Compatibility of operational excellence and excellent service <\/td>\n<\/tr>\n | ||||||
| 39<\/td>\n | 8.3 Monitoring service excellence activities and results 8.3.1 Use of key performance indicators <\/td>\n<\/tr>\n | ||||||
| 40<\/td>\n | 8.3.2 Use of various measurement tools <\/td>\n<\/tr>\n | ||||||
| 41<\/td>\n | 8.3.3 Causal relationship relevant to service excellence effect chain <\/td>\n<\/tr>\n | ||||||
| 45<\/td>\n | Annex A (informative) Template of practices for the best possible implementation of service excellence <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Service excellence. Practices for achieving service excellence<\/b><\/p>\n |