ISO 10002 - Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
ISO 10002 Complaints Management System provides guidance on the process of complaints handling which includes planning, design, operation and maintenance of complaint management within an organization. The complaints handling process described is suitable for use as one of the processes of an overall quality management system.
Complaints Management System compliant to ISO 10002 Standard is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they're in the private, public or voluntary sectors and is applicable to all types of organizations irrespective of size, nature or geography
Implementation of ISO 10002:2014 addresses the complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
- Customer retention
- Easily integrate with ISO 9000 to improve overall efficiency
- Achieve operational Efficiency
- Better customer retention and loyalty
- Recognizes and deals with the source of complaints
- Good competitive advantage in the market place
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