Quality Management — Customer Satisfaction — Guidelines for complaints handling in organizations
This standard provides guidance in defining and implementing processes to monitor and measure customer complaint handling in organization. It is intended for use by organizations regardless of type, size or product provided. The focus of this standard is on costumer’s satisfaction.
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement.
BENEFITS
- Better Relationship.
- Continual improvement.
- Transparent System.
- Customer Satisfaction.
- Brand Improvement.
- Management Focus
IMPORTANCE
ISO 10002:2018 standard provides guidance in defining and implementing processes to monitor and measure customer complaint handling in any type of organization. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and the organization.
Identify trends and therewith eliminate causes of complaints, encourage personnel to improve their skills in working with customers, basis for continual review and analysis of the complaints-handling process.
WHY TO CHOOSE 10002:2018?
In today’s competitive environment, product and service innovations are redefining accepted levels of performance. A good customer satisfaction system is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand. The Customer Satisfaction standard, ISO 10002:2018 helps organizations to identify, manage and understand how successfully they deal with their customers’ complaints.
This standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.
According to ISO 10002, the information received through customer feedback could yield refinement in products and processes and if handle correctly could increase the reputation of the foundation regardless of its scale, location and sector. The real value of the ISO 10002 is revealed better since it gives the confidence that customer complaints are handled in a much more viable way in the world market.
Revolutionary Certifications Services provides services for ISO 10002:2018. For more information, email us at info@rcscert.com