Customer Services

Achieving customer satisfaction is vital for businesses and wider service organizations. Good customer service can lead to customer retention, loyalty and competitive edge.

BSI has developed a suite of products to help organizations meet the expectations of their customers by the introduction of good practice and processes, systems, policies and behaviours that help achieve customer satisfaction.

These standards have been designed to assist customer service professionals, business managers and consumer champions working in:

• Retail (online or high street)
• Utilities
• Business-to-business services
• Public services providers
• Call centres.

The standards are designed to help organizations increase customer satisfaction as part of business improvement strategy but also to meet with their wider obligations.

Achieving Customer Excellence

For organizations that have a diverse customer base and want to tailor services to meet their customers needs.

Customer Service Kitemark

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

Customer Satisfaction

End-to-end good practice from information provided to customers through to managing disputes when they arise.

BS 8477:2014
Code of practice for customer service

BS ISO 10001:2018
Quality management. Customer satisfaction. Guidelines for codes of conduct for organization

BS ISO 10003:2018 
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

Managing Complaints

When complaints do arise, ensure they are handled efficiently and effectively.

BS 8543:2015

Complaint handling in organizations

BS ISO 10002:2018
Customer satisfaction. Guidelines for complaints handling in organizations  

Call centre management

Setting-up or outsourcing a call centre, these standards will help with the operational aspects to help ensure customers are not negatively impacted. 

BS EN ISO 18295-1:2017 Customer contact centres. Requirements for customer contact centres

BS EN ISO 18295-2:2017 Customer contact centres. Requirements for clients using the services of customer contact centres