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What is service excellence? Tricky question. Because The Six Levels of Service are not steps. They are not stairs. They are not fixed in today’s world. This is an escalator. It’s in motion. So, if the stairs keep slipping down, then where is excellence on The Six Levels of Service? Excellence is not a position – it’s a movement! Excellence is your intention to do better tomorrow than you’re already doing today.
Here’s what we get when we merge this idea of excellence with the definition of service.
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Below is an Autogenerated Transcript
Now some of you are saying excellence has to be unbelievable the rest of you are saying no, no, no..let’s be realistic excellence is when you surprise or when you just serve somebody the way they like it and some of you are saying anything above expected is excellent, but you know what tricky question because the six steps are not steps they’re not stairs they’re not fixed in today’s world this is an escalator it’s in motion and it’s always going down why do I say that if you do something unbelievable it will be the first time you do it if you do it again it’s not unbelievable anymore it’s a nice surprise do it again it’s what they desire after a while it’s only expected then it’s just basic and then if you don’t do it you’re ..oh !
I’ll show you some examples how many of you remember this do you know when that came out it was today very soon how about this.. how about this..how about this.. which went to plastic, which went to devices which goes to biometrics and by the way when you are in Singapore, shopping I want you to be careful because if you’re in a store and you say I love it they say great just look over here okay thank you we have your money.
So if the stairs keep slipping down then where is excellence on the six levels of service? Talk to your partner again. What does it mean to be excellent in a world where expectations keep going up and the stairs keep slipping down talk to your partner go!
Very good!
When I see hands going like this I know I know people get the idea excellence is today a moving target if the stairs keep slipping down excellence means finding and taking the next step so excellence is not a position it’s a movement, it’s a commitment, it’s a devotion, it’s an intention to do better than you’re already doing and if we take this idea of excellence and we marry it to this definition of service we should get a definition of service excellence.
Well here’s one.. read it with me.. ready go!
‘Service excellence is taking the next step to create for someone else’
By the way, all the phones that I see going up to take a picture… smart.
I wrote 14 books, it’s the most important sentence I’ve ever written
