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  • BS 8477:2014

    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

    Code of practice for customer service

    Available format(s):  Hardcopy, PDF

    Superseded date:  07-05-2020

    Language(s):  English

    Published date:  31-01-2014

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Terms and definitions
    3 Customer service principles
    4 Customer service strategy and culture
    5 Resources, people and technology
    6 Customer service process
    7 Performance review and improvement
    Bibliography

    Abstract - (Show below) - (Hide below)

    Describes principles for establishing and maintaining an effective customer service culture and mindset in an organization of any size, geographical location or business sector.

    General Product Information - (Show below) - (Hide below)

    Committee SVS/0
    Development Note Supersedes BS 8477(2007) & 13/30270857 DC. (01/2014)
    Document Type Standard
    Publisher British Standards Institution
    Status Superseded

    Standards Referencing This Book - (Show below) - (Hide below)

    BS EN ISO 9004:2009 Managing for the sustained success of an organization. A quality management approach
    BS EN ISO 9001:2015 Quality management systems. Requirements
    BS ISO 14452:2012 Network services billing. Requirements
    BS EN 15838:2009 Customer contact centres. Requirements for service provision
    BS 8878:2010 Web accessibility. Code of practice
    BS ISO 10002:2014 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
    BS 18477:2010 Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
    BS 10012:2009 Data protection. Specification for a personal information management system
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