Code of practice for customer service
BSI has published the first British Standard for customer service: BS 8477:2007 Code of practice for customer service.
BS 8477:2007 sets out essential principles for establishing and maintaining effective customer service and provides recommendations on applying these principles.
BS 8477 is the standard primarily aimed at organizations working with external customers. However, the principles can also be applied by an organization when dealing with its internal customers. It is applicable to all organizations, irrespective of their size or the nature of their business.
N.B. In this context ‘organization’ includes small businesses and consultancies, public or private companies, national and local government department and agencies, and not-for-profit organizations. Subject to contractual provisions, this standard also potentially applies to sub-contractors of those organizations.