ISO 10002 Customer Complaints Handling
ISO 10002 Customer Complaints Handling
The cost of retaining an existing customer is 4 times more expensive than creating a new one. Organizations that regularly lose customers go to great lengths and spend large sums of money to repair their damaged reputations.
In today's competitive environment, new environmental, product and service innovations are redefining service quality levels. A well-designed customer complaint management system is essential for organizations to identify customer needs and protect their brand.
For whom is it applicable?
ISO 10002 can be applied to all kinds of organizations and companies of all sizes that want to increase customer satisfaction levels.
Benefits of ISO 10002 Certification
The use of ISO 10002 customer complaint management system by the organization will have many benefits.
Protection of existing customers
With the establishment of the management system, your customer loyalty will be even richer.
Bad reputation
By implementing and certifying your complaint management system, you will be able to demonstrate to your stakeholders that you care about the customer. You will also be able to demonstrate that you have processes in place for handling, analyzing and reviewing complaints.
Operational efficiency
Implementation and certification will bring consistency in the handling of customer complaints, facilitate the identification of trends and ensure that the root causes of complaints are eliminated.
It will help improve internal communication and relationships
It will ensure that you have a customer-oriented approach while resolving customer complaints and encouraging staff to work with customers.
Flexibility
The standard is aligned with ISO 9001 and is designed to bring value and efficiency to your organization. Annex A includes a guide for small organizations to implement.
Continuous Improvement
By enabling continuous improvement and analysis, the standard will improve your complaints handling process.
How will you implement ISO 10002?
- Review the requirements of ISO 10002 and identify and prioritize how you can improve your complaints handling process.
- Define the boundaries of your management system and prepare procedures for implementing ISO 10002
- Make sure these procedures are in place and audited.
- Then ensure that the system is regularly audited through internal audits.
- Define the boundaries of your management system and establish the necessary procedures.
- Make sure your procedures are appropriate.
- Once you have established your system, evaluate its effectiveness through internal audits and management reviews.
First Certification Audit for ISO 10002
Once all the requirements for ISO 10002 have been defined, it is time to conduct an external audit. This audit should be conducted by a 3rd party independent and accredited audit organization such as Vericert. Audit work starts by reviewing the documentation you have prepared by our Certification unit. In this process, it is also evaluated how your organization evaluates quality and whether your goals are measurable and achievable. It then continues with a field audit to be carried out by our auditors at your facilities at a later date. In this audit, the implementation of your procedures is observed and records are reviewed.
After a successful audit, your ISO 10002 certificate is issued. The operability of your system is maintained by Vericert auditors through surveillance audits once or twice a year.
