PD CEN/TS 16880:2015

This standard PD CEN/TS 16880:2015 Service excellence. Creating outstanding customer experiences through service excellence is classified in these ICS categories:

• 03.100.99 Other standards related to company organization and management
• 03.080.01 Services in general
• 03.120.99 Other standards related to quality

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.