Customer Services
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Customer Services
Achieving customer satisfaction is vital for businesses and
wider service organizations. Good customer service can lead to customer
retention, loyalty and competitive edge.
BSI has developed a suite of products to help organizations meet the expectations of their customers by the introduction of good practice and processes, systems, policies and behaviours that help achieve customer satisfaction.
These standards and books have been designed to assist customer service professionals, business managers and consumer champions working in:
- Retail (online or high street)
- Utilities
- Business-to-business services
- Public services providers
- Call centres.
The standards are designed to help organizations increase customer satisfaction as part of business improvement strategy but also to meet with their wider obligations.
Key Publications:
Inclusive Service Provision.
Requirements for Identifying and Responding to Consumer Vulnerability
BS 18477:2010
The Equality Act legally protects people from discrimination in the workplace and in wider society. It replaces previous anti-discrimination legislation with a single act, making equal opportunities easier to understand. ...more
BS 18477:2010
- Published: 30 Nov 2010
- ISBN: 9780580699726
- Price: £198.00
Code
of Practice for Customer Service
BS 8477:2014
Meeting or exceeding customer expectations is one of the most important contributing factors in the running of a successful organization in any sector.
BS 8477 provides a means by which an organization can judge itself and can be judged by its customers. ...more
BS 8477:2014
- Published: 31 Jan 2014
- ISBN: 9780580805431
- Price: £170.00
Quality Management - Customer
Satisfaction - Guidelines for Code of Conduct for Organizations
BS ISO 10001:2007
BS ISO 10001:2007 provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading. ...more
BS ISO 10001:2007
- Published: 29 Feb 2008
- ISBN: 9780580541551
- Price: £170.00
Quality Management
- Customer Satisfaction - Guidelines for Complaints Handling in
Organizations
BS ISO 10002:2014
...more
BS ISO 10002:2014
- Published: 31 Aug 2014
- ISBN: 9780580855818
- Price: £198.00
Quality Management - Customer
Satisfaction - Guidelines for Dispute Resolution External to Organizations
BS ISO 10003:2007
BS ISO 10003:2007 provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.
...more
BS ISO 10003:2007
- Published: 29 Feb 2008
- ISBN: 9780580530227
- Price: £224.00
Network Services
Billing - Requirements
BS ISO 14452:2012
...more
BS ISO 14452:2012
- Published: 31 Aug 2012
- ISBN: 9780580699054
- Price: £170.00
Customer Contact Centres -
Requirements for Service Provision
BS EN 15838:2009
BS EN 15838 is the standard that sets out service requirements for contact centres irrespective of the service sector with a focus on the operational aspects of running a contact centre. ...more
BS EN 15838:2009
- Published: 30 Jun 2010
- ISBN: 9780580713194
- Price: £190.00
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