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Customer service

Achieving excellent customer service and satisfaction is vital for businesses and wider service organizations. BSI has developed a suite of customer service standards 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.

Setting the standard for customer satisfaction

Learn how standards can improve customer retention, loyalty, and competitive edge.

Is your business doing all it can to support vulnerable consumers?
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Is your business doing all it can to support vulnerable consumers?

BS ISO 22458 is a new international standard that can help your business design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. Vulnerability can affect anyone at any time. Ill health, financial difficulties, mental health problems, or life events such as bereavement or relationship breakdown can all place consumers in vulnerable situations. This can make it hard for consumers to understand information, choose suitable services or products, and make decisions. They risk being denied access to services, signing up for inappropriate contracts, or making unsuitable purchases as a result. Our newly published standard BS ISO 22458 can help businesses to identify, understand and support vulnerable customers, making it easier for their customers to make smart and informed choices. In turn, this can lead to better outcomes for consumers and increased customer satisfaction. What is consumer vulnerability? Consumer vulnerability is defined as a ‘state in which an individual can be placed at risk of harm during their interaction with a service provider due to the presence of personal, situational and market environment factors’. Whilst there are some consumers who are more likely to be at risk of harm, such as people with chronic illness, cognitive impairments, learning difficulties, and physical disabilities, it is ultimately how businesses act that makes all the difference. If organizations do not act with appropriate care, they can create or exacerbate vulnerability. A consumer in a vulnerable situation may not experience harm if their service provider offers adequate support. How to recognize consumer risk Any one of us could become vulnerable due to a change in personal circumstances. Losing a job, bereavement, developing a medical condition, dealing with addiction, or struggling with literacy and numeracy; there are many reasons why someone might become temporarily or permanently vulnerable and susceptible to harm. The COVID-19 pandemic has created or exacerbated vulnerability for many people, particularly in these areas: Financial hardship - in early 2021, the UK unemployment rate rose above 5% for the first time since 2016 and almost four million workers were on furlough. The hardest hit sectors included hospitality and retail, where many jobs were already insecure and poorly paid. Mental health - UK depression rates are estimated to have doubled since the pandemic began, with a disproportionate impact on young people, women, disabled people, and those living in deprived areas. One in five adults (19.2%) experienced some form of depression. Bereavement - more than 180,000 people in the UK have died from COVID-19, often in very difficult circumstances without hospital visits or a full funeral. Bereaved people may face challenging emotional and financial circumstances as a result. Physical health - approximately 1.1 million people are living with long COVID symptoms such as fatigue, muscle pain, and difficulty concentrating. Those aged 35-69 years, women, those in deprived areas, and people in health or social care professions are the worst impacted. COVID also impacted other areas of health care: between April 2020 and May 2021, there were 3.63 million fewer elective procedures and 23.67 million fewer outpatient attendances. Digital exclusion - digital technology has been used to facilitate the contactless provision of goods and services during the pandemic. But access to technology can be restricted by not having a device or connection, lacking skills, or another condition such as a disability. This results in digital exclusion. Age, region, socioeconomic status, and having a disability all increase the risk of being on the wrong side of the digital divide. For example, 76% of UK adults use online banking, but this figure falls to 49% of those aged 65+. It is vital for all businesses to be able to identify where their consumers might be vulnerable to harm and support them by providing an inclusive service. Organizations also need to be aware of how these risks impact their consumers differently. For example, one person’s experience of mental health problems might have no impact on their ability to manage financially, whereas another person might struggle. To learn more about how you can support your consumers and workforce, visit our Diversity & Inclusion Topic Page. Why should you adopt BS ISO 22458? BS ISO 22458 is a pioneering new international standard that specifies requirements and guidelines for organizations on how to design and deliver fair, flexible, and inclusive services that will increase positive outcomes for consumers and minimize the risk of harm. It covers organizational culture and strategy, inclusive design, and how to identify and respond to consumer vulnerability. BS ISO 22458 is applicable to any organization that provides services, including service-related products, to consumers, regardless of location or size. Adopting a consumer vulnerability policy is arguably of merit in itself; no business wants to cause its customers needless distress or difficulty. However, there are also other benefits for organizations. These include: Increased customer base, by making services accessible to a greater number of individuals Improved service provision for all customers irrespective of their vulnerability status Improvement in the quality of consumer interactions, thereby minimizing the risk of harm Reduced likelihood of problems and complaints, because of operating effectively and getting things right the first time, leading to a reduced cost of complaints handling Improved customer satisfaction, building consumer trust, and enhancing the organization’s reputation Ability to demonstrate ethical behaviour and social responsibility Strengthened staff loyalty and engagement by ensuring that they feel valued, supported, and confident in handling difficult situations Help to achieve compliance with legal obligations related to fairness and equality, by following good practice in the fair treatment of consumers in vulnerable situations Learn more about how BS ISO 22458 works and how this standard could help your organization to improve inclusive service provision by downloading the ISO 22458 flyer here. You can also get an expert guide to understanding the views and experiences of consumers in vulnerable situations by downloading the ISO 22458 executive briefing.  Other key standards to support vulnerable consumers Businesses recognize that they need to support consumers better but require assistance in modernizing their behaviour, interaction, and responses. As a result of shared knowledge and good practices developed by businesses, consumer bodies, charities, and government departments, we have several standards to support organizations to deliver inclusive, fair, and flexible services. Our other key standards that can help to support consumers in vulnerable situations include: BS ISO 25552 Ageing societies. Framework for dementia-inclusive communities A dementia-inclusive community is one that is committed to working together to promote a better understanding of dementia, reduce stigma, raise public awareness, and facilitates social inclusion and participation. BS ISO 25552 provides a framework to foster a dementia-inclusive environment, where communities can support persons with dementia to be independent citizens, to be connected as much as they want to, to feel safe and comfortable, and to be able to maximize their abilities and opportunities to participate. BS EN 17161 Design for All. Accessibility following a Design for All approach in products, goods, and services. Extending the range of users BS EN 17161 specifies requirements that enable an organization to design, develop and provide products, goods, and services so that they can be accessed, understood, and used by the widest range of users, including persons with disabilities. It enables businesses to extend their range of users by identifying diverse needs, characteristics, capabilities, and preferences in their procedures and processes. BS 8878 Web accessibility. Code of practice BS 8878 is the first British standard to outline a framework for web accessibility when designing or commissioning web products. It provides guidance for all sectors on meeting the requirements of the Equality Act 2010 which states that web products must be accessible to all. It is designed as an introduction to digital accessibility for non-technical professionals. It will help anyone commissioning or designing a website or product to ensure it can be accessed by anyone. Why not see how these standards could help you to support consumers in vulnerable situations? Experience the benefits of delivering a fair and inclusive service by adopting BS ISO 22458 today. Discover BSI Knowledge Keeping up with your consumers changing circumstances can be time-consuming, but accessing and managing your standards doesn't have to be. With a BSI Knowledge subscription, you will have the flexibility and visibility to manage the key standards you need in order to support your vulnerable consumers with confidence - all in one place. Request to learn more.Read more
Managing complaints: Customer service standards for your business
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Managing complaints: Customer service standards for your business

No organization wants to receive complaints. In today’s world making a complaint, however small, is easier than ever, particularly through social media. In recent years the spotlight has been on the mishandling of customer complaints and the fines levied, particularly in the energy and banking sectors. As such, any customer-facing organization can benefit from having an effective and efficient procedure in place reflecting the needs of both the organizations supplying products, and services, and the recipients of those products and services. Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. Standards can help you to achieve this whatever the size or nature of your business. Adopting a Customer Complaints Management System The customer complaints management system set out in standard BS ISO 10002 is a basic but essential requirement for any business – especially businesses that want to become and remain successful.  This international standard gives guidelines on how a complaints handling process should be put in place. It provides guidance on the process of complaints handling as it relates to an organization’s products and services, including their planning, design, development, operation, maintenance, and improvement.  It’s one in a series on customer satisfaction, the others being: BS ISO 10001 Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations BS ISO 10003 Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations BS ISO 10004 Quality management. Customer satisfaction. Guidelines for monitoring and measuring How Can Standard BS 8543 Complaint Handling Help My Organization? Standard BS 8543 Complaint Handling in Organizations. Specification provides you with guidelines for putting in place your own complaints management system helping you to identify complaints, their cause, and also how to deal with them efficiently and effectively in order to benefit your organization, your customers, and the complainants. It provides a specification for the design and implementation of an effective and efficient complaint-handling process for all types of commercial or non-commercial activities. Using BS 8543 can: Create a customer-focused approach to resolving complaints Encourage personnel to improve their skills in working with customers Improve an organization's reputation Build customer loyalty Enhance customer satisfaction Enable customer retention Any customer-facing organization could benefit from having an effective and efficient procedure in place which reflects both the organization’s needs and the needs of those in receipt of its products and services. Therefore, this standard is relevant to all markets that provide products or services to consumers through any channel, including local authorities, banks, the NHS, utility companies, retailers, etc. For those already working within the framework of BS ISO 10002 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations, BS 8543 provides an opportunity for businesses to develop their complaints handling process and show that they meet the full ‘requirements’ rather than the ‘guidelines’ of best practice complaint management. Get everyone in your business involved in embedding a culture of excellent customer service. A BSI Knowledge subscription gives you instant access to the resources you need to improve your customer service and complaint management processes and the performance of your people. The flexibility and visibility it provides of the best practices guidance enable you to get the most from your standards. Request to learn more. 10 Top Tips for Implementing Complaints Management Standards Here are our ten tips for ensuring the effective implementation of a complaints management standard: 1.   Get commitment and support from senior management 2.   Engage the whole business with good internal communication 3.   Compare existing management processes with standard requirements 4.   Get customer feedback on current complaints management processes. 5.   Establish an implementation team to get the best results 6.   Map out and share roles, responsibilities, and timescales 7.   Adapt the principles of the complaints management standard to your business 8.   Motivate staff involvement with training and incentives 9.   Train staff to understand and use the complaints management standard 10. Regularly review your complaints management standard processes to make sure it remains effective and that you are continually improving it Establish good practices for complaints management within your business by adding standards BS ISO 10002 and BS 8543 to your collection.
A complete guide to keeping your customer's data secure with standards
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A complete guide to keeping your customer's data secure with standards

Digitalization, globalization, and personalization of services, from booking a doctor’s appointment to internet banking, have led to greater collection and processing of personal information than ever before. And this trend is growing as opportunities for new services arise, and new players enter the market. There are now so many different platforms people use as part of their daily routine where personal information is collected such as the growth in mobile applications, loyalty schemes, connected devices, and location-based advertising. This means we are regularly handing over our data without thinking it through, creating more data flows than ever before. And whether it’s dating sites, telecoms providers, or public service organizations, there is barely a day that goes by when you look at the news and don’t see a reference to a data breach where personal records have been compromised. This has only increased the focus on issues surrounding the misuse of personal information, meaning organizations cannot afford to be complacent. Greater awareness of these issues has led to growing concern, among both individuals and governments, around how personal data is collected, used, and protected; in response, some governments have proposed or enacted new regulations aimed at providing guidelines and requirements for the treatment of personal data. Within Europe, the introduction of the General Data Protection Regulation (GDPR) provides harmonization of data privacy laws that reflect the realities of the digital world we now live in. Being able to guarantee to protect your customers’ data makes up a huge part of modern-day customer service. Why Does Your Organization Need Data Standards? If your business requires you to store personal data, such as details of customers or employees, then you must comply with the Data Protection Act 1998 and General Data Protection Regulation (GDPR). The purpose of data protection legislation is to ensure that personal data is not processed without the knowledge and, except in certain cases, the consent of the data subject. It is meant to ensure that personal data is accurately processed, and to enforce a set of standards for the processing of the information. As such it is becoming an increasingly important piece of legislation, affecting the day-to-day operation of almost all organizations. As the privacy landscape evolves and quantities of personal data multiply, organizations need to protect individual privacy rights. Are you taking full accountability when you process and manage personal identifiable information (PII)?  Do you have the right controls, consent, and lifecycle management from collection to destruction? And what about when data is compromised? Building confidence internally and with clients, suppliers, and wider stakeholder groups is critical. How to Manage Your Customers’ Personal Information Given the dynamic environment in which we operate, the need for guidance on how organizations should manage and process data to reduce the risk to personal information is getting more important. Guidance, in the form of a new international standard, for how organizations should manage personal information and assist in demonstrating compliance with updated privacy regulations around the world is therefore very powerful. That’s why information management standards have been created. Which Information Management Standards Can Help You Protect Your Customers’ Data? For over a century BSI has been helping businesses to drive success through standards. And there are some great best practice frameworks that can help support your organization to address not only EU GDPR but wider information security and privacy requirements. From BS EN ISO/IEC 27001 to BS 10012, we have a range of standards that can help. BS ISO/IEC 27001 Information Security Management BS EN ISO/IEC 27001 is the internationally recognized standard for an information security management system. It gives you a great foundation framework to address information security risks with appropriate measures and controls. It’s an ideal starting point for any organization that needs to manage and respond to information threats and build resilience. BS EN ISO/IEC 27001 outlines specific requirements and controls that ensure you not only respond to contractual and regulatory requirements, such as EU GDPR, but you put the appropriate controls in place to manage risks to your business information, including personal records.  By adopting BS EN ISO/IEC 27001 as your best practice framework you’ll be in a good position to identify your requirements for the EU GDPR, as well as implement appropriate controls and any additional measures required. BS 10012 Personal Information Management BS 10012 sets out the requirements for a personal information management system. It ensures you identify and mitigate risks to personal information through implementing the appropriate controls. This standard is written to align with legislation. Originally written against the UK Data Protection Act requirements, BS 10012:2018 has now been revised so that it is more closely aligned to EU GDPR requirements. By using this guidance, along with a robust (Information Security Management System) ISMS, you will be in a good position to demonstrate EU GDPR compliance. BS EN ISO/IEC 27018 Personally Identifiable Information on Public Clouds  BS EN ISO/IEC 27018 is an international code of practice to support managing Personally Identifiable Information (PII) on public clouds. It builds on the general controls described in BS EN ISO/IEC 27002 and is appropriate for any organization that processes PII. BS EN ISO/IEC 27018 ensures you address security issues related to personally identifiable information stored on the public cloud. By using this framework, along with a robust ISMS, you demonstrate your commitment to protecting personal records and can provide the extra reassurance clients require for cloud computing. Want to have access to all your data security standards in one place? A BSI Knowledge subscription gives you instant access to the resources you need to improve your information security processes. The flexibility and visibility it provides of the best practices guidance enables you and your team to get the most from standards - from privacy on the cloud to auditing your information management systems. Build your own custom collection of standards, or opt for access to our GBM24 Information Technology - Software & Networking module and keep up-to-date with any relevant changes to your information security strategy. Request to learn more. Ensure your organization is inspiring trust in customers and complying with regulations by adding these key information protection standards to your collection today.
What are key call centre management standards?
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What are key call centre management standards?

Setting call center standards is essential in providing excellent quality customer service. Customer contact centers (CCCs) play an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection and work to many different levels of efficiency. This new two-part standard (BS EN ISO 18295-1 and BS EN ISO 18295-2) has been created to help organizations achieve and maintain higher customer satisfaction levels. Whether you work as an independent contractor in a home-based environment or a fully staffed call center, your standards allow you to provide customer-centric services, deal with issues in a diverse population, and provide reliable and compassionate support when dealing with customer issues. To read more about how to achieve excellence in customer service, click here. What is the Standard BS EN ISO 18295 Series About? All organizations with customer-facing businesses and running or outsourcing their call centers. Part 1 of the standard specifies best practices for all contact centers, whether in-house or outsourced and irrespective of the service sector, in a range of areas to ensure a high level of service. These include communication with customers, complaints handling, and employee engagement. Part 2 of the standard is aimed at those organizations that employ customer contact centers, whether in-house or managed by an outsourcer. A customer contact center is not responsible for certain aspects of products and services which remain the responsibility of the client organization and Part 2 gives guidance on those types of issues. It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with their in-house or outsourced customer contact centers. Why Should Organizations Use This Standard? The ongoing success and development of any organization rely on its understanding of the expectation levels and perceptions of its customers. All organizations with customer-facing businesses and running or outsourcing their call centers could benefit from implementing the BS EN ISO 18295 Series. BS EN ISO 18295-1 will be especially beneficial to customer contact centers that don’t always live up to customers’ expectations as it can help address problems such as waiting times, means of contacting organizations, and meeting customer experience expectations. Want to access and manage the standards you need to operate your call center effectively - all in one place? With a BSI Knowledge subscription, you will have the flexibility and visibility to manage the essential standards you need to work confidently and optimize your processes. Build your own custom collection of standards, or opt for access to a pre-built module and keep up-to-date with any relevant changes to your standards strategy. Request to learn more. What are the Benefits to Organizations of Implementing the BS EN ISO 18295 Series? The standard will bring the following advantages to those who adopt it: Improvements in customer contact quality management, can give a competitive edge to the organization and avoid the risk of customer criticism about poor service or service failure Cost efficiencies through better processes and a better understanding of the customer contact service, while maintaining quality outcomes and effectiveness Improvements in staff retention through understanding and valuing the staff contribution to customer service and outcomes Add the BS EN ISO 18295 Series to your collection today.

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