ISO 23592:2021Service Excellence
ISO 23592 specifies service excellence terminology, principles and model to achieve outstanding customer experience and sustainable customer delight. It does not focus on the provision of basic customer service but on the provision of excellent service.
ISO 23592 applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.
Benefits of ISO 23592:2021
competitive differentiation;
higher customer centricity reputation;
customer preference;
implementation of agility in organizations.
cost-saving potential in the long term (e.g. lower failure costs, easier sale conversions and reduced advertising expenses for acquiring new customers);
an excellent employer brand (leading to improved recruitment opportunities, higher levels of staff engagement and improved employee retention);
improved customer co-operation and engagement;
brand strengths, including positive brand awareness;
help with managing networks with subcontractors;
a boost to company efficiency;
establishment and strengthening of long-term customer relationships (leading to a greater propensity to remain, recommend and repurchase, and thereby reducing the churn rate);