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The New Standard for Managing Complaints

by Lynne Campbell | Posted in Complaints management solutions | 1 April 2015

Hands up, be honest, who knew that there was a British Standard for the management of customer complaints?

The most recent standard in this area (ISO 10002) was published several years ago and we believe, with so many organisations being penalised for badly handling complaints, it is high time for a new standard in this area. Best practice, as well as the technologies available to support it, have moved on considerably.

So timing couldn’t be better for BSI’s forthcoming publication of an up-to-date standard for complaints management. Together with a group of complaints management experts, BSI has developed a new British Standard BS 8543 Complaints handling in organizations – Specification , which sets out the requirements for a complaints-handling process, including planning, design, operation, maintenance and improvement.

Any organisation that provides products or services and interacts with its customers will benefit from adopting the standard. It will improve a company’s reputation by improving its ability to deal with complaints quickly, and by encouraging customer feedback an organisation can enhance customer loyalty. Crucially, it will also enable an organisation to identify trends and eliminate causes of complaints, improving operations and competitiveness.

BSI are currently seeking input to the standard in a public consultation which is open until 30th April 2015. Comments will help shape the document for publication in its final format later this year.

To add your feedback simply go to the BSI draft review website by clicking on the link below and follow the instructions:

The team at CAS, creators of Workpro complaint management software, is following this with great interest as Workpro promotes best practice and efficiencies in complaint management. We continually develop our product to take advantage of the latest technology and techniques to reduce complaint handling costs and improve customer service experience. Promoting compliance with the new standard through automated processes and guiding workflow will be a key aim for our development team. Watch for updates on

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