We hear the terms ‘customer service excellence’ and ‘service with a smile’ so often they have become clichés. But how do we define services? Which actions set our service delivery apart from others? This presentation provides examples of exceptional services and demonstrates how even the smallest of actions can have the biggest impact on your customer satisfaction.

1. Service with a smile, made sweeter
Lorraine Brown
University of Edinburgh

2. Service Excellence Experience
“The service delivered exceeds the agreed
standard level of service. A service that leaves
me feeling happy and satisfied afterwards.”
- Andrew McFarlane, BI/ MI Service Manager
“When someone knowledgeable can answer my query
directly with no escalation required. When my enquiry
is dealt with at the point of contact.”
- Matt Beilby, National UniDesk Service Manager
“When I receive a service over and above the
standard, it is a service that is delivered over and
above what I expected”
- Chris McKay, IDM Service Manager
Service
Excellence

3. Service Excellence Experience
“When I know, that regardless of the outcome,
the service I received was delivered with me in
mind.”
Lorraine Brown – Service Management Team Manager
Dear Mr Brown,
We are looking forward to welcoming
you and Mrs Brown to the Hotel
Berna on Friday 1st April. With your
comfort in mind could you let us
know please what temperature you
would like your room to be set at,
and if you have any requirements for
your room fridge………………………

4. Service Exceptional Experience
?
- Assessed the situation
- Knew the owner would be flustered
- Used that knowledge & life experience
- Adapted service level for the situation

5. Service Delivery Levels
• How a service delivered is very powerful as it has the capacity to shape the
opinion of a whole organisation.
• It effects how we talk about that organisation.

6. Service Expired Experience
• Did not feel that what they did in their job added any service value.
• Didn’t seem to feel accountable for their actions with the delivery and the
impression it left upon others.
• Service delivery levels set incorrectly

7. The Tool Box
Service based
culture

8. Exceptional people
What makes people exceptional at service excellence ?
What makes them stand out ?

9. Service with a smile – made sweeter
Service – to help others.
Excellence – to do the best we can.
Experience – to leave a big impact.