ISO 10002:2014 Complaints Management System provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints handling process described is suitable for use as one of the processes of an overall quality management system.
ISO 10002 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.
"A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected." Definition from ISO 10002:2014
Key Elements of ISO 10002 certification
- enhancing customer satisfaction by creating a customer-focused environment that is open to
feedback (including complaints), resolving any complaints received, and enhancing the
organization's ability to improve its product and customer service;
- top management involvement and commitment through adequate acquisition and deployment of
resources, including personnel training;
- recognizing and addressing the needs and expectations of complainants;
- providing complainants with an open, effective and easy-to-use complaints process;
- analyzing and evaluating complaints in order to improve the product and customer service
quality;
- auditing of the complaints-handling process;
- reviewing the effectiveness and efficiency of the complaints-handling process
Benefits of ISO 10002
- Customer retention
- Brand reputation
- Operational efficiency
-Improved internal communications and relations
- Flexibility
- Continual improvement
- Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.
- Top management involvement and commitment through adequate acquisition and deployment of - resources, including personnel training;
- Recognizing and addressing the needs and expectations of complainants.
- Providing complainants with an open, effective and easy-to-use complaints process.
- Analyzing and evaluating complaints in order to improve the product and customer service quality.
- Auditing of the complaints-handling process.
- Reviewing the effectiveness and efficiency of the complaints-handling process.
ISO 10002:2014
ISO 10002:2014 Complaints Management System provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints handling process described is suitable for use as one of the processes of an overall quality management system.
ISO 10002 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.
"A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected." Definition from ISO 10002:2014
Key Elements of ISO 10002 certification
- Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.
-Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
-Rrecognizing and addressing the needs and expectations of complainants;
- Providing complainants with an open, effective and easy-to-use complaints process;
- Analyzing and evaluating complaints in order to improve the product and customer service quality;
- Auditing of the complaints-handling process;
- Reviewing the effectiveness and efficiency of the complaints-handling process
Benefits of ISO 10002:
- Customer retention
- Brand reputation
- Operational efficiency
-Improved internal communications and relations
- Flexibility
- Continual improvement
- Enhancing customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints received
- Enhancing the organization's ability to improve its product and customer service
- Top management involvement and commitment through adequate acquisition and deployment of - resources, including personnel training.
- Recognizing and addressing the needs and expectations of complainants.
- Providing complainants with an open, effective and easy-to-use complaints process.
- Analyzing and evaluating complaints in order to improve the product and customer service quality.
- Auditing of the complaints-handling process.
- Reviewing the effectiveness and efficiency of the complaints-handling process.