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ISO 10002
ISO 10002 is the International Standard for Quality Management for Customer Satisfaction, providing guidelines for establishing and managing a complaint management system within an organization.
Its purpose is to help organizations consistently and systematically process customer complaints, turning feedback into opportunities for improvement and enhancing customer satisfaction and retention.
ISO 10002:2018, which offers guidance to every organization, regardless of its size or type, to effectively address complaints.
ISO
What does ISO 10002 do?
01
It provides a framework for handling complaints
It helps organizations plan, plan, operate, and maintain processes for receiving and addressing customer complaints.
02
Enhances Customer Satisfaction
By ensuring that complaints are handled transparently and efficiently, it helps build customer trust and loyalty.
03
Leads to continuous improvement
It encourages organizations to identify trends and root causes of complaints, using this information to improve products, services, and overall business operations.
04
Creates opportunities for business growth
Effective complaint management can turn dissatisfied customers into advocates, leading to new business and increased competitiveness.
Fundamentals
1. Customer Focus:
Putting the customer’s needs at the forefront of the complaint handling process.
2. Openness and transparency:
Providing clear and accessible procedures for customers to voice complaints.
3. Consistency and Fairness:
Ensuring that complaints are dealt with in a systematic and consistent manner.
4. Accountability
Establish clear responsibility for the complaint handling process within the organization.
5. Opportunity for Improvement:
Addressing complaints as a valuable input for continuous improvement and growth.
