A good complaints management scheme is one of the most crucial requirements for successful businesses when managing and understanding customer’s needs.
A scheme based on ISO 10002 gives you the opportunity to demonstrate to customers and other stakeholders that you take customers' feedback seriously.
The scheme specifies the key requirements for handling customer complaints successfully and includes controls to help you address customer dissatisfaction to the benefit of both client and organization.
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ISO 10002 can be adopted by any organization wishing to implement a complaints management system. The standard can apply to organizations of all sizes, in the private, public and voluntary sectors, regardless of the nature of their activities or business.
The international standard provides a framework for the design and implementation of an effective and efficient complaints-handling process.
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Key features and benefits
Independent, third-party assessment and certification of your complaints management system demonstrates to interested parties and the wider market that you have a real commitment to managing customer care issues and processes are in place to handle complaints. Benefits include:
- Customer retention
- Brand reputation
- Operational efficiencies
- Improved communication
- Easy to implement
- Continual improvement
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Related information, standards and training
The international customer satisfaction standard for implementing a complaints management system.
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