Service with a smile, made sweeterLorraine BrownUniversity of Edinburgh
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 Excellen
ce
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………………………
Service Exceptional Experience
?- Assessed the situation- Knew the owner would be flustered- Used that knowledge & life experience - Adapted service level for the situation
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.
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
The Tool Box
Service based culture
Exceptional peopleWhat makes people exceptional at service excellence ?
What makes them stand out ?
Service with a smile – made sweeter
Service – to help others.
Excellence – to do the best we can.
Experience – to leave a big impact.