CREATING A CULTURE OF CUSTOMER CARE Standards Customer Service Code of Practice (British Standard BS 8477) British Institute of Customer Service (ICS) promotes best practice for customer service.

Customer Service Code of Practice (British Standard BS 8477) British Standard Code of Practice for Customer Service was published by the British Standards Institute (BSI) This became effective on 16 April 2007 (BS8477) As a Code of Practice, this standard is one of guidance and recommendation

British Institute of Customer Service (ICS) promotes best practice for customer service. The Institute of Customer Service (ICS) is a membership organisation which promotes and defines educational and operational standards for customer service, including input to vocational customer service qualifications

Customer Service Code of Practice (British Standard BS 8477) Improving customer satisfaction via effective customer service as being: The 3 R’S – Standards Retention Related sales Referrals

Customer Service Code of Practice (British Standard BS 8477) Standards timeliness appearance courtesy quality and efficiency ease of doing business problem-solving

Defining the Service Standards Outlines 3 sections: Timeliness – the essential time-related performance standards for each stage of customer engagement and process Accuracy – how reliably the customer’s experiences match the supplier’s promises Appropriateness – common-sense honesty, integrity and fit for purpose