Consulting Group

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VEGAS CG
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ISO 10002 Customer Satisfaction. Complaints
Handling.
The key to assure customer satisfaction is to
effectively manage their complaints. This would
also meet the customers expectation and customer
complaints can be efficiently converted into
customer satisfaction. Complaints should be
viewed as opportunities to improve the process
and producers of your organization. ISO 10002
helps you achieve customer satisfaction
immaterial of the size of your Business
especially ones that want to remain successful.
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Customers do expect much more form the service
that you provide. Attaining ISO 10002, the
international customer satisfaction standard,
would help you greatly in meeting your customers
expectation despite the stiff market competition
and all working towards the same goal. ISO 10002
provides a set of guidelines based on which you
can bring to affect your own system to manage
customer complaints. It helps you with complaints
identification, root cause analysis and setting
up an elimination process. It also helps identify
avenues of improvement in your business and
eliminate customer complaints in due course. The
standard outline provided for management controls
and processes help in handling of customer
complaints.

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(No Transcript)
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ISO 100022004 addresses the following aspects of
complaints handling
Creating an environment that is customer
focused and open to complaints and feedback,
enhancement of organizational infrastructure,
systems and personnel to improve customer
service. Acquiring and deploying adequate
resources which includes personnel training, to
promote top management involvement and
commitment. Expecting, recognizing and addressing
customer needs and complaints.
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Establishing an easy to use, open and effective
complaints process. Improving quality of product
and customer service by evaluating and analyzing
complaints. Complaints handling process
Audit. Complaints handling process efficiency and
effectiveness review.
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Benefits of ISO 10002 Certification
Helps in achieving efficiency in operation to
identify causes and trends of complaints. Adopt a
more customer focused approach to resolve more
complaints. New opportunities for customer
service training for staff engagement. Overall
efficiency greatly improved when ISO 10002 is
integrated with ISO 9001 Continually monitor and
improve your process for complaints handling.
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