ISO 10004 Certification
provides guidance in defining and implementing processes to monitor and measure
customer satisfaction. Obtain information on new expectation, resolving
complaints to the satisfaction of the complainant and the organization.
Customer satisfaction is
determined by the gap between the customer’s expectations and the customer’s
perception of the product as delivered by the organization. Among the many benefits of implementing this
standard we can list the resolution of complaints, customer satisfaction,
customer oriented, personnel encouragement in improving relations with
customers.
The customer is the one and only individual that can tell
you how well you are doing. Not by growth charts and sales figures. Customer
loyalty is a major contributor to sustainable profit growth. This is true in
part because the traditional sources of competitive advantage are vanishing. In
the modern era building customer satisfaction and loyalty is a key we say to
profitable business.
To achieve customer satisfaction, the
organization should first understand the customer’s expectations. Identify
trends and therewith eliminate causes of complaints, encourage personnel to
improve their skills in working with customers, basis for continual review and
analysis of the complaints-handling process. These expectations might be
explicit or implicit, or not fully articulated. Customer expectations, as
understood by the organization, form the primary basis of the product that is
subsequently planned and delivered.
· Resolving complaints to the satisfaction of the complaints and the
organization
· Customer-focused approach to resolving complaints
· Identify trends and therewith eliminate causes of complaints
· Obtain information on new expectation
· Encourage personnel to improve their skills in working with
customers
· Basis for continual review and analysis
ISO 10004 Certification is suitable for organization of any size and sectors, including small business.
