THE SIX PRINCIPLES OF

SERVICE EXCELLENCE
MS. ELSA L. DARIA
INTRODUCTION &
CHAPTER 1
 A SERIES OF DESIRABLE CONDITIONS

Smoother Employee Customer

Operation Loyalty Loyalty

The loyalty of both people and customer base are two key
ingredients of financial stability and profitability.
Imagine arriving at work and not having to worry about day-
to-day pressures and frustrating issues such as:

Will my employees show up today,

100% committed to providing quality
work?
Will they have necessary resources
and tools to deliver excellence?
Do we have enough staff to get the job
done?
Imagine arriving at work and not having to worry about day-
to-day pressures and frustrating issues such as:

Why don’t my employees clearly

understand their role in consistently
delivering exceptional service?
What will my customers be upset about
today?
Will my boss recognize the hard work of
our team or come down hard on us
again for not making budget this month?
SERVICE EXCELLENCE
• A journey, not a destination, because its pursuit never
ends
• An intrinsic desire to go above and beyond to please and
delight the customer
• Consistently enhancing the service experience for the
customer
• Investing in the proper resources, systems and processes
to support this concept (selection, skill/knowledge, work
environment, reward and recognition)
SERVICE EXCELLENCE
• Creating a culture of continuous improvement; it cannot
be perceived as the “program of the month” throughout
the organization
• Using your customer and employee satisfaction survey
feedback to elevate service levels
• Fostering a work environment that creates high employee
loyalty
• Focusing on customer loyalty versus customer
satisfaction
THE 6 PRINCIPLES OF SERVICE
EXCELLENCE

ALIGNMENT

CONSISTENCY

EXCELLENCE = ACCOUNTABILITY

Service Excellence TEAMWORK

cannot be
achieved without EMPOWERMENT
these 5 basic
elements
THE 6 PRINCIPLES OF SERVICE
EXCELLENCE
Based on the model:
• An organization’s employees must be united.
• They must have a clear understanding of, agree with, and
value the service philosophy and business priorities set by
the organization.
• There must be consistent processes in place system-wide
for supporting service excellence.
• There must also be a spirit of collaboration and teamwork
so that employees are inspired to take initiative or action
to do the things that are necessary to elevate the
customer service experience.
 THE
SIX PRINCIPLES OF
SERVICE EXCELLENCE
Principle 2 Principle 3 Principle 4 Principle 5 Principle 6

Business Service Intervention Organizational Measurement

Objectives Standards and Learning Alignment and
Strategy Leadership
Accountability

Principle 1

Vision and Mission Statement

Principle 1 – Vision and Mission
• The foundation of service excellence which is the
philosophical values of an organization
• A vision statement should clearly communicate the
desired or future state of the organization that should be
attainable.
•
How Vision and Mission Statements Differ

VISION MISSION

Defines what you Articulates the

want to become purpose of the
organization

States where you Tells how you plan to

aspire to go get there
Principle 2 – Business Objectives
• An organization should include service excellence goals
in their business objectives and strategic plans.
• If an organization is striving to elevate the service
experience of its customers, then ambitious service
excellence objectives might be to:
Increase customer loyalty by 10%
Increase employee loyalty by 25%
Reduce employee turnover by 15%
• Goals or objectives must be quantifiable.
• Employees must clearly understand what the goals are
and know specifically what they need to do individually or
as a team.
Principle 3 – Service Standards
• Specify the behavior employees are expected to
exemplify to ensure the customer consistently receives
flawless service.
Ex. Every customer who enters our facility is
immediately acknowledged and warmly greeted with a
smile at the instant of contact.
Principle 4 – Intervention and Learning
Strategy
• Employee training and development as an initial
intervention is often the low hanging fruit or easy win.
• The purpose of service excellence gap analysis is to
identify barriers, beyond training, that impede workforce’s
ability to deliver an unparalleled service experience to the
customer everyday.
THE 6 PRINCIPLES OF SERVICE
EXCELLENCE

No vision or mission

Inconsistent selection process

BARRIERS to superior
performance and No employee accountability
service excellence
No consistency in service

No alignment of values
Principle 5 – Organizational Alignment
• To create sustainability, it is extremely important that we
find effective ways to positively rally the workforce around
the philosophical values (vision and mission) and
objectives of the organization (e.g. daily pre-shift
meetings).
Principle 6 – Measurement and
Leadership Accountability
• To create credibility around your service excellence
initiative, senior leadership must be able to determine the
ROI or the value of the initiative on which they have
embarked.
• A Service Excellence Scorecard is developed to help
measure the ability to achieve the business objectives.
• The ultimate goal of measurement is to ensure
consistency, leadership accountability and team
recognition.
• It can become a powerful tool for quantifying and visually
communicating the success or failure of the initiative.
Key Points
• Service excellence starts with highly engaged employees
who have an intrinsic desire to go above and beyond to
take care of and delight the customer.
• Service excellence is not a giveaway – it is a customer
and profit magnet. It draws loyal customers to the
organization, generates pride in employees, and builds
the company a lasting reputation and level of respect.
• Your customers may not be able to define service
excellence in 25 or less carefully selected words;
however, they know it when they see it and they love it
when they personally experience it.
• Service excellence is addictive and this is what customer
loyalty is all about.