An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers.
Your customer service processes need to make it simple for your customers to communicate complaints and resolve any issues arising. Complaint management is not about reducing the number of complaints, but taking the information they generate and turning it into an opportunity for improvement.
Smart complaint management will help you to improve customer service standards and deliver an effective complaint handling system to differentiate you from your competitors. Auditing by SGS against ISO 10002 Quality Management: Customer Satisfaction demonstrates that your organization cares about customer feedback and receives, manages and resolves customer complaints effectively.
Certification against ISO 10002 will provide your organization with a high quality and reliable complaint management system, including the following characteristics:
- Visibility
- Accessibility
- Responsiveness
- Objectivity
- Confidentiality
- Customer-focused approach
- Accountability
- Continual improvement
We can either conduct a gap assessment of your management system against the requirements of ISO 10002 or take you through the full certification process.
Our ISO 10002 Foundation Training is designed to provide any organization with the fundamentals of the ISO 10002 requirements. Contact your local SGS representative for further details.
Partner with SGS to improve customer service standards and complaint management with the implementation of ISO 10002.