Customer complaints can lead to a poor business reputation if they are not handled properly.

Equally, organizations can gain valuable insight and determine the root causes of problems if they have an effective system of recording and analysing complaints in place.

These standards and publications will assist you in implementing such a process, as well as offering guidance on areas such as improving customer loyalty.

Key standards for handling customer complaints:

BS EN 15838:2009
Customer contact centres. Requirements for service provision

BS 8477:2007
Code of practice for customer service

BS 18477:2010
Inclusive service provision. Requirements for identifying and responding to consumer vulnerability

BS ISO 10002:2004
Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

BS EN 14012:2008
Postal services. Quality of service. Complaints handling principles

Managing Complaints

Complaints management. Turning negatives into positives

Michael Hill

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