Service is the extent to which we consistently meet and manage our stakeholders' needs and expectations. It is delivering what we have promised and timely response to any problems and queries that arise. Service excellence is when these needs and expectations are surpassed and when stakeholders feel that they have received that little unexpected extra in the shape of extra effort. Sometimes that little unexpected extra can come in different shapes and forms such as a smile, a positive remark, random acts of kindness or the additional effort by a service provider; going the extra mile. It’s making every person that interacts with the institution feel like they matter, and the institution cares about them and their needs.
Service Excellence is a significant advantage and performance differentiator for organizations.