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DIN EN ISO 18295-2 E : 2017

Current
Current

The latest, up-to-date edition.

CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

01-01-2017

Publisher

German Institute for Standardisation (Deutsches Institut für Normung)

National foreword
National Annex NA (informative) - Bibliography
European foreword
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Client requirements for CCC service provisioning
5 Customer experience
6 Client relationship with the CCC
Bibliography

Defines specifies requirements for organizations using the services of customer contact centres (CCC).

DevelopmentNote
Supersedes DIN EN 15838 E. (10/2017)
DocumentType
Standard
Pages
14
PublisherName
German Institute for Standardisation (Deutsches Institut für Normung)
Status
Current
Supersedes

Standards Relationship
EN ISO 18295-2:2017 Identical
ISO 18295-2:2017 Identical

DIN EN ISO 18295-1 E : 2017 CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO 18295-1:2017 Customer contact centres — Part 1: Requirements for customer contact centres
ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
DIN ISO 10003:2008-07 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
DIN ISO 10004:2015-01 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING (ISO 10004:2012)

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Hardcopy - English
PDF - English
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