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BS 8477:2014+A1:2020

BS 8477:2014+A1:2020

$142.49

Code of practice for customer service

Published By Publication Date Number of Pages
BSI 2020 30
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This British Standard sets out principles for establishing and maintaining an effective customer service culture and mindset in an organization of any size, geographical location or business sector. It also provides recommendations on applying these principles so that the organization has the capability to deliver a consistent standard of service that meets or exceeds the expectations of its customers.

The British Standard is applicable to organizations of all types providing goods or services to customers in person, by phone, post or online. It is intended to help the whole organization (not only staff involved directly in delivering customer service) understand its role in serving customers.

NOTE In this context “organization” includes sole traders, small businesses and consultancies, business‑to‑business (B2B) or business-to-customer (B2C), public or private companies, national and local government department and agencies, and not-for-profit organizations. Subject to contractual provisions, this British Standard could also be applicable to third party providers and suppliers of those organizations.

This British Standard does not include sales practices, although it does cover customer interactions with sales staff.

PDF Catalog

PDF Pages PDF Title
4 Foreword
7 Introduction
8 1 Scope
2 Terms and definitions
9 3 Customer service principles
3.1 General
10 3.2 Achieving consistent customer service
11 4 Customer service strategy and culture
4.1 Strategy
4.2 Culture
5 Resources, people and technology
5.1 Resource planning
12 5.2 People
16 5.3 Technology
19 6 Customer service process
6.1 General
20 6.2 Access to service
6.3 Managing customer expectations
25 6.4 Corrective or preventative action
26 7 Performance review and improvement
7.1 General
7.2 Feedback sources
7.3 Customer feedback
27 7.4 Employee and volunteer feedback
7.5 Audits
7.6 Benchmarking and innovation
7.7 Complaints
28 Bibliography

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BS 8477:2014+A1:2020
$142.49