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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
About ISS
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Service Management 3.0 – creating great FM experiences

We live in a service economy where great customer service is an asset for almost every small business. But what differentiates between a service that’s great and excellent service?
Most people will agree that there are different levels of service: poor, acceptable, normal, good, great and excellent service. Today many companies are still grappling with the absolute basics of customer service, such as how to minimize the time customers spend on hold when calling the help desk. But at the same time, some companies seem to deliver excellent service on a consistent basis.

The difference between the companies that can and do deliver excellent service versus those who struggle to do this lies in people, processes, leadership and culture.

Excellent service is delivered through a meeting/interaction between people. Great service companies do not only have great people, they also have great processes for how to induct, introduce, train, manage, develop and promote these people. They have a system and a culture of processes that are founded on a great respect for human character and a belief that an individual can do wonders if they are given the right tools and management processes.

In ISS we call it The Power of the Human Touch. Learn more about it here.

So, what is excellent service?
ISS Excellent serviceIn some popular books there is an attempt to create rules, describe ways and prescribe a magical formula when it comes to delivering service. Some go the way of reliable, timely, personalized, memorable, unnoticeable, and remarkable and so on. The trouble is that they all focus on how it is delivered – the internal processes – or on the service itself. But that misses the point of service excellence (and of service in general).
 
Service is the extent to which a service meets the customer’s needs and expectations. Whereas excellent service is when these experiences are surpassed and when customers feel that they have received that little unexpected extra in the shape of extra effort. Sometimes that little unexpected extra can come in different shapes and forms such as a smile, a positive remark, random acts of kindness or the additional effort by a service professional going the extra mile. 
 
Learn much more about the topic of Service Management 3.0 in our our white paper here and from the Slideshare presentation below.
 
Download the presentation here.

Read our blog

224x100_Blog
Our blog provides insights into facility management (FM) and outsourcing.

Read the ISS Blog

Whitepaper

ISS whitepaper: Defining Service Excellence in Facility Management
Our white paper, Service Management 3.0,  focuses on the importance of delivering excellent service, and how many companies struggle to deliver even just a basic service of a decent quality.

Read the white paper here

White papers

ISS white papers
Read about trends and developments within the outsourcing and FM industries, and learn more about people, service and workplace management.

Read the White Papers

White books

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ISS has published a series of white books on future perspectives on the FM industry. Read the books and abstracts here