ISO 10002-Complaints Management/ Customer Satisfaction
ISO 10002 primarily deals with handling customer complaints effectively, providing guidelines for establishing a system to manage complaints. It outlines processes for receiving, resolving, and learning from complaints to enhance customer satisfaction. The standard helps organizations set up procedures to handle complaints systematically, leading to improved customer relationships and loyalty.
Key Principles of ISO 10002: Customer Satisfaction Management
⦁ Customer Focus: Placing the customer at the center of the organization’s focus, valuing feedback, complaints, and perceptions to improve products and services.
⦁ Complaint Handling: Establishing effective processes for receiving, managing, and resolving customer complaints in a fair, transparent, and timely manner.
⦁ Responsiveness: Being responsive to customer needs and complaints, acknowledging and addressing issues promptly to enhance customer satisfaction.
⦁ Continual Improvement: Encouraging a culture of continuous improvement by analyzing complaint data and using it to improve products, services, and customer interactions.
⦁ Transparency: Ensuring transparency in complaint-handling processes, providing clear and accessible information to customers about how to submit complaints and what to expect in the resolution process.
⦁ Accountability: Holding employees and the organization accountable for addressing customer complaints, taking responsibility, and resolving issues effectively.
⦁ Documentation: Maintaining records of complaints, their resolution, and actions taken, allowing for analysis, monitoring, and improvement of complaint-handling processes.
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Benefits
- Enhanced Customer Satisfaction
- Improved Customer Relations
- Process Efficiency
- Continuous Improvement
- Competitive Advantage
- Regulatory Compliance
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