本文件规定了卓越服务术语、原则和模式，以实现卓越的客户体验和可持续的客户满意度。它的重点不是提供基本的客户服务，而是提供优质的服务。 本文件适用于所有提供服务的组织，如商业组织、公共服务和非营利组织。购买本文件时可获得的所有当前修订均包含在购买本文件中。

This document specifies service excellence terminology, principles and model to achieve outstanding customer experience and sustainable customer delight. It does not focus on the provision of basic customer service but on the provision of excellent service. This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.All current amendments available at time of purchase are included with the purchase of this document.