‘The BSI Kitemark is instantly recognised through the UK and much of the world, as a badge of quality, reliability, and trust’.

The underpinning Standard that supports the Customer Service Kitemark is BS8477 – Code of practice for customer service. At its heart is the need for the development of a suitable customer service strategy and culture.

To start with customer service strategy needs a culture to support the aims and objectives of the organisation. Values and deeds should be aligned with the aspirations that are sought and the outcomes that are desired. To start with a culture assessment might be appropriate. 

The culture should align with the customer service / charter policy and aim to deliver the stated outcomes.

In creating the customer service culture, a further stakeholder assessment may be appropriate. This should identify interested parties and their needs and expectations from the organisation.

Staff will require appropriate training on the agreed quality assured processes that deliver customer satisfaction. It is so important to stress that a complete review of the organisation’s quality system is key to a successful customer service culture. If processes are poorly designed and implemented poor outcomes will be delivered – no matter what type of customer service charter is promoted.

For further information and to book your Customer Service Kitemark survey please contact: Marcus J Allen at Thamer James Ltd. Email: marcus@thamerjames.co.uk

Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and gained a master’s degree in Management Learning & Change from the University of Bristol. Marcus is registered under the BSI Associate Consultant programme.