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  • BSI
    BS 8477:2014+A1:2020 Code of practice for customer service
    Edition: 2020
    $435.35
    / user per year

Description of BS 8477:2014+A1:2020 2020

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.



Standard NumberBS 8477:2014+A1:2020
TitleCode of practice for customer service
StatusDefinitive
Publication Date2020-04-29
ReplacesBS 8477:2007
AmendsBS 8477:2014
DescriptorsDelivery, Information exchange, Personnel, After-sales services, Commercial documents, Quality auditing, Consumer-supplier relations, Management, Ordering, Consumers, Quality management, Performance, Selling
ICS03.080.30 Services for consumers, 03.100.99 Other standards related to company organization and management
CommitteeSVS/0
ISBN978 0 539 12232 9
PublisherBSI
Pages30

About BSI

BSI Group, also known as the British Standards Institution is the national standards body of the United Kingdom. BSI produces technical standards on a wide range of products and services and also supplies certification and standards-related services to businesses.
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