Otis Elevator Company
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The world’s leading manufacturer and service provider of elevators, escalators and moving walkways.
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Service Excellence is more than what we provide, it’s how we think and act. It’s not just “fixing a problem” or performing routine maintenance, it’s the “smile” in the voice on the phone, the prompt response to a request and the drive to always improve. It’s how we work with one another and how we work with our customers and the riding public.
Every Otis employee is expected to practice Service Excellence every day, following this 12-point roadmap.

Our vision of making Otis the leader in service excellence must be evident in the actions of every Otis professional worldwide. Likewise, every employee is an ambassador of Otis who must help us achieve our mission of being first in service, first in products and first in performance. Our employees are the Otis brand—the embodiment of the values we share.
Think safety first. Each employee is responsible for their own safety, the safety of other workers, and the safety of the riding public. Every employee is empowered to take any action necessary to eliminate the potential for an accident. At the beginning of each work session, scan the area for hazards or risk of accident. At the end of each work session, make sure the job site or workspace is clean, tidy and safe.
Respond to customer requests promptly. Answer telephone calls in a standard way and before the third ring: "Otis Elevator Company. (Your name.) How may I help you?" Reply to every customer phone call or e-mail on the same day (leaving a message or e-mail if the customer is unavailable).
Visit your customer every time you are in their building. Convey a sense of urgency in your work and keep your customer fully updated on your progress. When possible, check in and check out with them daily, giving a brief overview of the work you have completed. Remember to ask if there is anything else you can do for them and, above all, to thank them for their business. If the customer is not there, leave a card with a note.
Deliver what you promise—promptly and unequivocally. By the same token, do not promise something you know Otis cannot deliver. If circumstances arise that prevent you from keeping a promise, call the customer immediately.
When a customer complains, remain calm. Listen, empathize and respond with a can-do attitude. Take ownership of the complaint and work to resolve it promptly. Remember that every complaint contains an opportunity to exceed the customer’s expectations and transform a negative experience into a positive one.
Be prepared when going into a customer meeting. Conclude each meeting with a summary of action items. Remember: If a customer asks you for something, you own that request. Keep track of open action items until the request is fulfilled—and the customer is fully delighted.
Think of yourself as an extension of the customer’s staff in every building you work in. Be your customer’s eyes and ears. Where appropriate, offer suggestions that will help make them more successful.
Remember that you are always on view. Adopt a pleasant and constructive attitude. A smile goes a long way toward maintaining a positive image. Take pride in your appearance. Take pride in your work. Take pride in your company.
Ask yourself: “What does the customer want?” Then work to exceed those expectations. Follow up on every job. Never assume that any problem has been fixed.
We are responsible for our own learning and self-development. By expanding our knowledge and skills, we enhance our ability to help both Otis and our customers.
Be uncompromising on work quality. Never pass along errors. Apply ACE tools to identify the root cause of a problem, then work to eliminate it.
At Otis, we succeed or fail as a team. It’s up to you to create a work environment where the needs of customers are met promptly by leveraging Otis’ global network of knowledge and experience.
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