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.