The World Class Service Standard is an employer driven initiative which was established in 2006.

World Class Service is dedicated to helping organisation and professionals in the corporate and lifestyle industry sectors, deliver outstanding service.  We help establish, measure and improve service standards by identifying clarity on the whole ‘customer journey’ and by providing the tools for independent and neutral assessment for face to face service delivery and the service environment.

Our work over the past 7 years, with a wide array of clients along with decades of operations experience, has led us to update our Standard as follows.

Four Fields of Service Performance

 

The Behaviour Perspective

Each member of the service team has a high level of personal responsibility towards the customer and the behaviours of great service personnel is distinct from the skill set.

 

Behaviours

• Positive Mental Attitude. 
• Motivated. 
• Anticipation. 
• Confidence. 
• Empathy. 
• Self Management. 

 

Skills

• Communication
• Self Aware
• Welcoming Skills
• Conflict Resolution/Recovery Skills
• Disability awareness
• Basic numeracy
• Cultural awareness
• Local Awareness
• IT Skills
• Foreign Language skills

 

---

 

The Tangible Products Perspective   

There is often a tangible product in service organisations whether it’s a theatre ticket, performance, uniforms, event, food or drink.

 

---

 

The Process Perspective

The processes that we expect a guest or customer to comply with say something about our service performance. Are processes easy to follow and understand and are we quick? Are we actually enjoyable?

 

---

 

The Physical Environment Perspective

If first impressions count for our people then the physical environment must also be considered vital.  In retail “kerb appeal” matters. Have we thought through what the physical appeal is supposed to look like and taken actions to bring that to life?

 

---

 

The Organisation Perspective

Service excellence from an organisational perspective, means taking into account the following four key fields and applying them to your business’:
 

• Reliability

• Responsiveness

• Assured

• Empathetic