BS 8477:2014 PDF

Scope: This British Standard sets out principles for establishing and maintaining an effective customer service culture and mindset in an organization of any size, geographical location or business sector. It also provides recommendations on applying these principles so that the organization has the capability to deliver a consistent standard of service that meets or exceeds the expectations of its customers. The British Standard is applicable to organizations of all types providing goods or services to customers in person, by phone, by post or online. It is intended to help the whole organization (not only staff involved directly in delivering customer service) understand its role in serving customers.

BS 8477:2014 Referenced Document

BS 10012 Data protection. Specification for a personal information management system*， 2018-07-31 Update
BS 18477 Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
BS 8878 Web accessibility. Code of practice
BS EN 15838 Customer contact centres. Requirements for service provision
BS EN ISO 9001 Quality management systems. Requirements*， 2015-09-30 Update
BS EN ISO 9004 Quality management. Quality of an organization. Guidance to achieve sustained success*， 2018-04-30 Update
BS ISO 10002 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations*， 2018-07-18 Update
BS ISO 14452 Network services billing. Requirements