How can I guarantee five-star service?

Bringing Standards of Service Excellence to life.
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Use Standards of Service Excellence

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People want to work in organizations known for excellent service. We have all experienced the person who is clearly not smiling on the other end of the phone, not happy to see us walk in the door, or not willing to help us get to the right office. When we’re looking for help, finding someone eager to assist makes all the difference. Working alongside colleagues committed to providing excellent service makes us feel proud to be part of our organization. It also makes it difficult to leave.

An organization’s reputation is preceded by its level of service. We’ve found that when organizations establish and hold each other accountable to standards of service excellence, a culture of high performance is fostered. High performers attract high performers. Creating and using standards of service excellence at all levels of the organization shows employees and customers that they and the work are highly valued.


High-performing employees want to be part of an organization with:

  • High standards for internal and external service
  • A focus on achieving customer focused solutions
  • A reputation for having high performing employees
  • Standards that guide the way teams work together and with the community

In organizations with existing standards of service excellence, it is important for employees and customers to see the standards being used at all levels. The standards should walk the halls, not just live on the walls. It is important for leaders to create opportunities for the standards to be incorporated into the daily work by:

  • Rolling out the standards to all employees
  • Providing time and designing activities for employees to develop an understanding of the standards
  • Building a presence of the standards throughout the organization
  • Rewarding and recognizing when employees live out the standards with each other and the community


Define Service Standards

Service excellence is about providing high-quality service to both internal and external “customers.” Leaders must define what excellent service looks like. They must also make sure they have best-place-to-work standards that define the way people are expected to behave in their work environment. Does your organization have clearly defined standards in order to deliver aligned services?

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