BUSINESS STANDARDS
is the quarterly magazine of BSI Group, highlighting the vital role that standards play in today's business environment. Regular features include interviews with leading business figures, as well as news on the latest developments in management systems and standards.
Full service
29 May 2008
Topics: Customer service
BSI has recently adopted two new international standards on customer service (ISO 10001 and ISO 10003) as BS ISOs. BS ISO 10001 Customer satisfaction. Guidelines on codes of conduct and BS ISO 10003 Customer satisfaction. Guidelines on dispute resolution external to organizations join BS ISO 10002 Guidelines for complaints handling in organizations and BS 8477 Code of practice for customer service to form a comprehensive suite of standards dealing with prevention of complaints through to handling and dispute resolution.
This is an important step for customer service in the UK, as customers remain loyal to businesses that understand their needs, value them as individuals and deliver on promises. A customer satisfaction code of conduct can help organizations show how they meet customers' needs and reduce the scope for confusion about what the customer will receive, as well as detailing the consequences in the event of a quality problem.
BS ISO 10001 provides guidance on an effective and credible customer satisfaction code of conduct. BS ISO 10003 provides guidance for an organization to plan, design, develop, operate, maintain and improve a dispute-resolution process for complaints that it has not been able to resolve itself.
For more information, visit: www.bsigroup.com/may08customerservice
Business Standards © 2007. Editorial produced by Caspian Publishing in association with the British Standards Institution. Editorial opinions expressed on are not necessarily those of BSI Group or Caspian Publishing. Neither Caspian Publishing nor BSI Group accept responsibility for advertising or editorial content, nor for that appearing on linked third-party websites. Reproduction in whole or in part is forbidden without written permission from BSI Group or Caspian Publishing.
Driving change in the bodyshop industry
High Wycombe-based Motofix has become the 100th bodyshop to earn certification to the Thatcham BSI Kitemark, having demonstrated that it conforms to Kitemark standards. These include skills, repair methods, equipment and materials. The bodyshop was assessed by BSI inspectors and met stringent benchmarks in order to achieve Kitemark status.
BSI British Standards has launched a new online standards portal, which will provide Chinese industry stakeholders and policy officials with access to international standards information and technical regulations. With this launch, British Standards continues to make inroads into the world's second largest economy.
BSI British Standards and the independent authority Public Concern at Work have launched PAS 1998:2008, new guidance for organizations on whistleblowing arrangements. The launch marked the tenth anniversary of the Public Interest Disclosure Act (2 July 2008), itself recognized as an international benchmark on the subject.
The London European Partnership for Transport (LEPT) has engaged BSI British Standards to develop a new Publicly Available Specification - PAS 500 - for travel plans, designed to encourage more environmentally friendly transport.
Global BCM accreditation for BSI
BSI Management Systems has become one of the first organizations to be independently accredited to deliver global certification against BS 25999, the business continuity management standard.
We are under increasing pressure to comply with a growing number of regulations and to maintain growth - while under greater scrutiny than ever before. How can this be good for business?
We are all in the risk management business. In the current climate, as consumers we are encouraged to claim compensation or sue for damages for almost any negative incident we encounter.
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