服务标准的下载.对客户问题寻址的推荐标准

[中文适用范围]： 本指南提供了有关服务标准中要考虑的问题的一般指导。 在此指导的基础上，可以为任何服务制定详细的标准。 本指南提供了一份清单（参见第 9 条），可供消费者代表和其他参与标准制定过程的人员使用。 使用清单可以充分考虑消费者利益的所有事项，包括儿童、老年人、残疾人以及来自不同种族和文化背景的人的需求。 本指南与全方位的服务相关，无论是否签订正式合同或支付购买价格，但它也与有消费者、用户或参与者的公共或慈善服务相关，但不涉及公共或慈善服务。 必然是购买，例如教育、保健和护理服务。 [外文原描述]： ISO/IEC Guide 76:2008 provides general guidance on the issues to be considered in standards for services. On the basis of this guidance, detailed standards can be prepared for any service. ISO/IEC Guide 76:2008 provides a checklist which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consumer interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages. ISO/IEC Guide 76:2008 is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision.