Achieve ISO 10002 certification for your business
Improve your complaints handling to help address customer dissatisfaction
ISO 10002 – Complaints Management
ISO 10002 provides guidance on the process of handling complaints related to products or services provided by an organization.
The complaints handling process is suitable for use as one of the processes of an overall quality management system.
The standard specifies the key requirements for handling customer complaints successfully and includes complaint management controls to help address customer dissatisfaction.
Why seek ISO 10002 certification?
It costs an organisation four times as much to acquire a new customer as it does to retain an existing one. Organisations that regularly lose customers will suffer damage to not only their reputation but their profits too.
In today’s competitive environment product and service satisfaction are redefining accepted levels of performance. A good complaints handling system is crucial for managing your customers’ needs and expectations and for protecting your brand or image. ISO 10002 is relevant to any organisation wishing to exceed customer expectation whether you’re in the private, public or voluntary sector.
What are the benefits of ISO 10002?
Most companies opt to achieve certification for the following business reasons:
- Increases customer satisfaction and retention
- Manages customer needs and expectations
- Protects and enhances brand or company reputation
- Improves internal communications and relationships
- Helps to identify opportunities for continual improvement
- Helps staff adopt a customer focused approach to feedback
- Provides customers with a transparent feedback system
- Improves operational efficiency
- Allows for fact based decision making
- Helps identify root causes and trends