Table of Contents

Preface<br>0. Introduction<br>1. Scope<br>2. Reference Publications and Definitions<br>3. General Requirements<br>4. Customer Service<br>5. Meeting the Needs of Customers with Disabilities<br>6. ISO 9000 Quality Management Principles<br>Appendices<br>A - Human Rights Codes<br>B - Incidence of Disabilities in Canada<br>C - Service Organizations and Reference Material<br>D - Customer Complaints<br>E - Training Outline<br>F - Barrier-Free Built Environments<br>G - Use of Appropriate Language<br>H - The ISO Family of Quality Management System Documents

Abstract

Helps individuals and organizations in planning and implementing good service delivery, verifying the service performance of the organization, and ensuring that the quality of service is continuously improved.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	Canadian Standards Association
ProductNote	Reconfirmed EN
Pages
ISBN