ISO 10002 - CUSTOMER SATISFACTION. COMPLAINTS HANDLING

Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.

ISO 10002:2004 addresses the following aspects of complaints handling:

• Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
• Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
• Recognizing and addressing the needs and expectations of complainants;
• Providing complainants with an open, effective and easy-to-use complaints process;
• Analysing and evaluating complaints in order to improve the product and customer service quality;
• Auditing of the complaints-handling process;
• Reviewing the effectiveness and efficiency of the complaints-handling process.

Benefits of ISO 10002 Certification

• Achieve operational efficiency to identify trends and causes of complaints
• Resolve more complaints by adopting a more customer-focused approach
• Engage staff with new customer service training opportunities
• Integrate ISO 10002 with ISO 9001 to improve overall efficiency
• Monitor and continually improve your complaints handling process.