BS 8477 is the code of practice for customer service. Download it on the BSI shop
Maintenance will be taking place for Shop on Friday 21st February between 17:00 and 19:00 UK time. Shop will be unavailable during this time or will have limited functionality. Please accept our apologies for any inconvenience caused during this essential maintenance.

BS 8477:2007

Code of practice for customer service

Status : Revised, Superseded, Withdrawn   Published : April 2007 Replaced By : BS 8477:2014

*To ask about withdrawn titles contact the
BSI Customer Services, +44 345 086 9001

BS 8477:2007
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.

Standard NumberBS 8477:2007
TitleCode of practice for customer service
StatusRevised, Superseded, Withdrawn
Publication Date30 April 2007
Withdrawn Date31 January 2014
Normative References(Required to achieve compliance to this standard)BS 8463, BS ISO 10002
Informative References(Provided for Information)BS EN ISO 9001, Data Protection Act 1998
Replaced ByBS 8477:2014
Draft Superseded By06/30137879 DC
DescriptorsManagement, Consumers, Consumer-supplier relations, Information exchange, Selling, Commercial documents, Delivery, After-sales services, Ordering, Personnel, Performance, Quality auditing, Quality management
ISBN978 0 580 50539 3
File Size224.2 KB

*To ask about withdrawn titles contact the
BSI Customer Services, +44 345 086 9001
 Your basket
Your basket is empty

Multi-user access to over 3,500 medical device standards, regulations, expert commentaries and other documents

Collaborate, Innovate, Accelerate.

Tracked Changes

Understand the changes made to a standard with our new Tracked Changes version

Worldwide Standards
We can source any standard from anywhere in the world