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Service Excellence is a business approach that is focused on delivering high-quality, customer-centric services that meet or exceed customer expectations. Organizations seek to deliver excellent service to customers, in order to enhance Customer Satisfaction and Customer Loyalty—and to improve the overall performance of the organization.

As such, Customer Service is a critical part of Service Excellence, because it is the primary way that organizations interact with and serve their customers. Customer Service is the process of providing assistance and support to customers; and can involve activities such as answering customer inquiries, resolving customer issues and complaints, and providing information and guidance to customers.

By delivering excellent Customer Service, organizations can create positive and lasting impressions on customers, and can build strong and enduring relationships with them.

Organizations that exhibit Service Excellence typically follow a number of key principles and best practices, including:

For more information, have a look at these management topics:


Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

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