What is ISO 10002:2018- Customer Satisfaction Management System Certification?

ISO 10002:2018 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. ISO 10002 provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The ISO 10002 standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.

Why ISO 10002 certification is important? 

Manager customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 for customer satisfaction can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.

What are the benefits of ISO 10002 certification?

·            Integrate ISO 10002 with ISO 9001 to improve overall efficiency.

·            Achieve operational efficiency to identify trends and causes of complaints.

·            Resolve more complaints by adopting a more customer-focused approach.

·            Engage staff with new customer service training opportunities.

·            Monitor and continually improve your complaints handling process.

Who can acquire ISO 10002 certification?

ISO 10002 Certification is suitable for organization of any size and sectors, including small business but this does not apply to disputes referred for resolution outside the organization or for employment-related disputes.