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Service Excellence – for satisfied and loyal customers

Satisfied customers are the basis of commercial success for every business. But satisfied customers are not yet loyal customers.  DIN SPEC 77224 defines for the first time how businesses can not only satisfy their customers through Service Excellence, but also retain their loyalty over the long term. The standard offers a systematic approach which takes numerous aspects of management into consideration and also provides objective criteria for measurement of excellent service. With certification according to DIN SPEC 77224 - offered by TÜV NORD CERT as the first TÜV organisation - service providers or service units from manufacturing industry can demonstrate their consistent customer focus and Service Excellence.

Support with optimisation

Service providers must subject their services to ongoing and consistent optimisation. This desire for improvement and the drive to achieve perfection are at the heart of the Service Excellence model, which includes seven elements:

  • Excellence as the responsibility of top management
  • Use of resources focussed on Excellence
  • Avoidance of errors and waste
  • Recording of relevant customer experiences
  • Development of service innovations
  • Measurement of enhanced customer satisfaction and its effects
  • Economic analysis of the measures for implementing the Service Excellence approach

Support in the implementation of DIN SPEC 77224 and auditing by experienced independent experts from TÜV NORD CERT offers numerous benefits:

  • Existing and new customers have greater confidence in service statements
  • Enhanced profile in relation to competitors
  • Creation of a service- and customer-orientated image
  • Easier acquisition of new customers
  • Increased loyalty and enthusiasm of existing customers
  • Easier recruitment and retention of employees
  • Possible cost savings through simplified, sustainable advertising to customers
  • Ongoing identification of potentials for improvement

Making use of synergies

In order to meet the Excellent Service requirements according to DIN SPEC 77224, core service promises (according to DIN EN ISO 9001) must be fulfilled and a well-functioning complaints management system has to be in place. It is therefore advantageous to install a quality management system according to DIN EN ISO 9001 and a complaints management system according to DIN ISO 10002. TÜV NORD CERT can also provide these certifications if required. For organisations that are already certified in accordance with DIN EN ISO 9001 or the TÜV “Certified Service Quality” standard, certification according to DIN SPEC 77224 is an ideal addition. Prior to certification, TÜV NORD CERT offers the possibility of a self-assessment performed inside the organisation, in order to compare self-image with the real perceptions of those outside.

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