Defining Service Excellence: Setting the Highest Standards of Service in 2024 – By Kimberly Yoong, EHL
Once upon a time, in a land far, far away, there lived a time when excellent service was the hallmark of a luxury experience – one that was desired by the people and delivered by the best of companies. Today, it is an aspect of the service sector that has come to be expected by customers. Companies in the service industry have claimed their adherence to the words ‘service excellence’ since time immemorial. One of the best examples of service excellence is the Ritz-Carlton’s Gold Standards, with their famous $2,000 rule which employees are empowered to spend to delight a guest above and beyond fixing problems. How many of us actually know what ‘service excellence’ truly means? Read on to discover the definition of service excellence in 2024.