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 and books 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  

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

BIP 1289 and BIP 2208 (with the standards BS 8477, BS ISO 10001, BSI ISO 10002)

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 8463:2005+A1:2008
Specification for customer billing practice

BS ISO 10001:2007
Quality management. Customer satisfaction. Guidelines for codes of conduct for organization

BS ISO 10003:2007 
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 10002:2014
Customer satisfaction. Guidelines for complaints handling in organizations  

Complaints Management: Turning Negatives into Positives, Michael Hill
BIP 2211 and BIP 2222 (with the standards BS ISO 10002 and BS ISO 10003)

Consumers' guide to ISO 26000:Ethical business: protecting our planet and the people

Call centre management

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

BS EN 15838:2009
Customer contact centres. Requirements for service provision