BSI seeks input on new customer service standard

The British Standards Institution (BSI) wants experts in customer service, including online travel companies, to help draft a new European customer-service standard.

The BSI is seeking input from across the service sector, but with a focus on retail, leisure, hospitality and information and communications technology (ICT).

The new standard, the first of its kind in the EU, forms part of a wider move to establish Europe-wide standards. It is likely to be based on a German customer-service standard published last year.

The BSI already has established standards for complaints handling and inclusive service, with the BSI kitemark highly recognised.

Michael Hill, director of the Society of Consumer Affairs Professionals in Europe, said: “This is a fantastic opportunity for the UK to play an influential role in developing a pan-European standard that should set a benchmark for customer service excellence.”

Hill added: “Today’s customers expect to be served from anywhere at any time through any means, while at the same time expecting good service, prompt answers and solutions to any problems.

“Organisations need to deliver customer service that meets the high expectations of customers and gains their long-term trust and loyalty.”

More details can be obtained from

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