ISO 10002 Complaint Management System offers a complete framework to handle customer complaints relating to services or products within an organisation. It encompasses every phase of the process for handling complaints, including planning, design, operation, maintenance, and continual improvement. The internationally recognized standard does not only guide companies in addressing customer complaints but also assists in aligning the process of handling complaints with the overall quality control system. By obtaining valuable feedback through systematic complaint handling, businesses can improve their internal processes and encourage forward with innovation, which results in improved offerings and products. In the end, it helps in increasing customer trust and improving the reputation of their brand.
ISO10002 Complaint Management Systems is suitable for companies that are of any size and in all sectors public or private, that strive to meet or exceed the expectations of their customers. Its value lies in offering the same and consistent customer-centric approach that makes it easy to analyse, review and address complaints efficiently. The standard promotes transparency and accountability by offering customers an open, effective and simple procedure. While it concentrates on complaints about items and/or services, it does not cover disputes that require an external resolution or that concern employment issues. Implementing ISO 10002 will help companies retain customers by demonstrating that they are receptive and dedicated to continual improvement.
ISO10002 Complaint Management System has a wide range of advantages that directly affect business success. This includes ensuring the trust of customers by identifying and removing sources of complaints and facilitating an approach that is proactive to improve. The accreditation to ISO10002 ensures that companies implement a consistent and efficient method to handle customer complaints and create an environment of excellence in service. It allows businesses to implement an organised method of analysing feedback, implement corrective actions and improve customer satisfaction over the long term. Furthermore, it allows teams to utilise complaint data to aid in development and change, which will ensure that the company is competitive and agile in todays competitive marketplace.
