Customer Services Compendium - Book and Standards

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BIP 2208

Customer services collection. Quality service, competitive business, and the standards BS 8477, BS ISO 10001 and BS ISO 10002

Status : Withdrawn   Published : July 2010


The Customer Services Collection

Quality Service, Competitive Business, and the standards BS 8477, BS ISO 10001 and BS ISO 10002

Howard Kendall

This is a value-for-money collection containing Howard Kendall's book on customer services, along with the key standards for customer services referred to in the book. This collection is a fully interactive, bookmarked and searchable Customer Services Collection, and contains all you need for superlative customer services, including:

What's in the book?

Quality Service, Competitive Business. Setting the Standard in Customer Service is the definitive guide to world-class customer service delivery. It would be an invaluable resource for any business with customer services personnel. Where customer retention is key to business success, this book will help you achieve excellence in serving your customers.

Whatever the size of your business, it will be dependent on customers. Value your customers, and your business is more likely to succeed. If you have a customer services team or department, this book offers an invaluable reference resource on how to manage customer services resources effectively.

Quality Service, Competitive Business puts the role, leadership, and strategy of customer service operations into a truly business-aligned and -integrated perspective, allowing you to deliver high-value support and a memorable experience for your customer.

Using BSI’s standards for customer services, the book highlights the structure and organization of staff, and gives advice on how to achieve the best operational mix.

Emphasis is on the importance of best practice processes and using them to:

  • Achieve a great customer experience
  • Set and meet targets
  • Measure performance statistics to gauge successful service delivery and areas for improvement.

Read more about the contents of the Guide to Managing Customer Services.


Please note and check you buy the format you require:

Also available in an A5 paperback book comprising of BS 8477, BS ISO 10001, BS ISO 10002. The hardcopy format does not deliver the enhanced navigation or search capabilities of the PDF.


Need to share The Customer Services Collection?

The document could also be placed on a network so you can share it with colleagues across the business. For networking opportunities, contact BSI Customer Services: +44 345 086 9001 or

Quality Service, Competitive Business. Setting the standard in customer serviceQuality Service, Competitive Business. Setting the standard in customer service

Howard Kendall

Read more about the customer services and see what standards it includes

Standard NumberBIP 2208
TitleCustomer services collection. Quality service, competitive business, and the standards BS 8477, BS ISO 10001 and BS ISO 10002
Publication Date01 July 2010
Withdrawn Date30 September 2014
Cross ReferencesBS 8477:2007, BS EN ISO 9001, BS EN ISO 9004:2009, BS ISO 10002:2004, ISO/TS 10004, BS ISO 10006:2003, BS ISO 10007:2003, BS 10012, BS ISO/IEC 20000-2:2005, BIP 0050
DescriptorsConsumers, Consumer-supplier relations, Management, Quality management, Personnel, Commerce, Commercial, Delivery, Quality assurance systems, Planning, After-sales services, Consumer protection, Competition, Performance, Measurement, Selling
ISBN978 0 580 70922 7
File Size4.496 MB

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