GUIDE 76 Second edition 2020-04 Development of service standards Recommendations for addressing consumer issues Elaboration des normes de service - Recommandations pour répondre aux attentes des consommateurs Reference number IS0/IEC GUIDE 76:2020(E) oS1 @ IS0/IEC 2020 IS0/IEC GUIDE 76:2020(E) COPYRIGHTPROTECTEDDOCUMENT @IS0/IEC 2020 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may below or Iso's member body in the country of the requester. ISO copyright office CP401·Ch.deBlandonnet8 CH-1214 Vernier, Geneva Phone: +4122 749 0111 Fax: +41 22 749 09 47 Email: copyright@iso.org Website: www.iso.org Published in Switzerland ii @ IS0/IEC 2020 - All rights reserved

ISO IEC Guide 76 2020 Development of service standards — Recommendations for addressing consumer issues

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