What is this standard about?
It provides organizations with an efficient and effective complaint handling process whereby the organization, its customers and its complainants all benefit. It was written by a group of complaint management experts and is the first fully updated standard in this area for some time.
Who is this standard for?
Any customer-facing organization could benefit from having an effective and efficient procedure in place which reflects both the organization’s needs and the needs of those in receipt of its products and services. Therefore this standard is relevant to all markets that provide products or services to consumers through any channel, including local authorities, banks, the NHS, utilities companies, retailers, etc.
Why should you use this standard?
It specifies requirements for a complaint handling process that includes planning, design, operation, maintenance and improvement.
It provides a specification for the design and implementation of an effective and efficient complaint handling process for all types of commercial or non-commercial activities.
The standard reflects that if complaints are properly handled and managed, an organization can improve its reputation, enhance customer satisfaction, build customer loyalty and retain customers.
In addition, the process described in BS 8543:
- Creates a customer-focused approach to resolving complaints
- Encourages personnel to improve their skills in working with customers
- Improves competitiveness
- Helps reduce the number of complaints
