ISO 10002 may be a complaints-handling process developed by the world organization for Standardization (ISO) in 2004. Available for organizations of all sizes and every one sectors, the certification supports companies with their complaint management so as to stay customer satisfaction high and their product innovative. consistent with the ISO 10002, customer satisfaction is defined as a “customer’s perception of the degree to which the customer’s requirements are fulfilled” while a complaint is an “expression of dissatisfaction made to a corporation, associated with its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected”. ISO 10002 provides supervision on the method of complaints management to products within a corporation, including planning, design, operation, maintenance, and improvement. It therefore, will provide your organization with a top quality and reliable complaint management system. Effective complaint management will assist you to enhance customer service standards and deliver an honest complaint handling system to differentiate your organisation from your competing organisations. It also shows that your organisation cares about customer feedback by receiving, managing and resolving customer complaints effectively.
ISO 10002:2014 provides guidance on the method of complaints handling associated with products within a corporation, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable to be used together of the processes of an overall quality management system. ISO 10002:2014 isn’t applicable to disputes referred for resolution outside the organization or for employment-related disputes. it’s also intended to be used by organizations of all sizes and altogether sectors. Annex A provides guidance specifically for little businesses.
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