I

SO 10002—"Quality management—Customer satisfaction—Guidelines for complaints handling in organizations" helps organizations of all sizes and all sectors to understand and process customer complaints of their products or services, including planning, design, operation, maintenance, and improvement.

With ISO 10002 in place, organizations are able to better measure and handle what is important to their customers, as the standard offers guidelines on dealing with dissatisfied customers in a manner that gives optimal results for the company and the unhappy party.

Certification to ISO 10002 addresses the following aspects of handling complaints:

• Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback, resolving any complaints received, and enhancing the organization's ability to improve its product and customer service
• Recognizing and addressing the needs and expectations of complainants
• Providing complainants with an open, effective and easy-to-use complaints process
• Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
• Analyzing and evaluating complaints to improve the product and customer service quality
• Reviewing the effectiveness and efficiency of the complaints-handling process.

 …