Customer Services

Show me:

Customer Services

Customer Service representativesAchieving 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.

Key Publications:

Inclusive Service Provision. Requirements for Identifying and Responding to Consumer Vulnerability Inclusive Service Provision BS 18477 2010


BS 18477:2010

The Equality Act legally protects people from discrimination in the workplace and in wider society. It replaces previous anti-discrimination legislation with a single act, making equal opportunities easier to understand. ...more



BS 18477:2010

Code of Practice for Customer ServiceCode of Practice for Customer Service


BS 8477:2014
Meeting or exceeding customer expectations is one of the most important contributing factors in the running of a successful organization in any sector.

BS 8477 provides a means by which an organization can judge itself and can be judged by its customers. ...more

BS 8477:2014

Quality Management - Customer Satisfaction - Guidelines for Code of Conduct for OrganizationsCustomer Satisfaction - Guidelines for Code of Conduct for Organizations BS ISO 10001 2007


BS ISO 10001:2007
BS ISO 10001:2007 provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading. ...more


BS ISO 10001:2007

Quality Management - Customer Satisfaction - Guidelines for Dispute Resolution External to OrganizationsCustomer Satisfaction - Guidelines for Dispute Resolution External to Organizations


BS ISO 10003:2007

BS ISO 10003:2007 provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.

...more

BS ISO 10003:2007

Customer Contact Centres - Requirements for Service ProvisionCustomer Contact Centres Requirements for Service Provision


BS EN 15838:2009

BS EN 15838 is the standard that sets out service requirements for contact centres irrespective of the service sector with a focus on the operational aspects of running a contact centre. ...more


BS EN 15838:2009