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BSI BS 8477:2014+A1:2020

Code of practice for customer service
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BSI BS 8477:2014+A1:2020

Code of practice for customer service

PUBLISH DATE 2020
PAGES 30
BSI BS 8477:2014+A1:2020

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.

SDO BSI: British Standards Institution
Document Number 8477
Publication Date April 29, 2020
Language en - English
Page Count 30
Revision Level 1
Supercedes
Committee SVS/0
Publish Date Document Id Type View
Jan. 31, 2014 BS 8477:2014 Revision
April 30, 2007 BS 8477:2007 Revision
April 29, 2020 BS 8477:2014+A1:2020 Consolidated