what is the different of good service and excellence service

The different between good service and excellence service

Good service
Achieve service standards and general customer satisfaction

For the aeroplance service Good Service could mean
-Timeliness
-Courtesy
-Fairness

Excellence service
Beyond customer expectation and satisfaction

For the aeroplance service Excellence Service could mean
1 In the beginning:
-Project an attitude of service.
-Consider the customer.
2 Seeking information:
-start with an open probe
-get all the facts
-check your understanding
3 Supplying information:
-give clear relevant information
-check for customer understanding/acceptance
4 Extending yourself:
-identify alternatives
-provide extra information
-take extra action steps
5 Concluding the Service:
-Review committments if any.
-Indicate availability for future service
-Thank the customer