ISO 10001 is the standard for how an organization manages it’s customer satisfaction process and ISO 10002 talks about how an organization manages it’s complaint handling system.
Why you should implement ISO 10001 / 10002 : -
Customer dissatisfaction can damage a business. So, smart management will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaint handing system for their customers. Complaint management is challenging, as there is not always a concrete solution to the problem. Success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered.
“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected." Definition from ISO 10002 : 2004.
It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers' complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business. |
