As iso 10002

Status : Published. Publication date : This standard contributes to the following Sustainable Development Goals :. CHF Buy. Life cycle Previously Withdrawn. Final text received or FDIS registered for formal approval. Proof sent to secretariat or FDIS ballot initiated: 8 weeks. Abstract ISO provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. ISO addresses the following aspects of complaints handling: enhancing customer satisfaction by creating a customer-focused environment that is open to feedback including complaints , resolving any complaints received, and enhancing the organization's ability to improve its product and customer service; top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; recognizing and addressing the needs and expectations of complainants; providing complainants with an open, effective, and easy-to-use complaints process; analysing and evaluating complaints in order to improve the product and customer service quality; auditing of the complaints-handling process; reviewing the effectiveness and efficiency of the complaints-handling process.

Status : Withdrawn. Publication date : Life cycle Previously Withdrawn. Regardless of the size of your business, the way you manage customer complaints has an equally important role to play in setting and meeting customer expectations. We understand that you may have tighter budgets and less time, which is why we work with you to overcome any obstacles you may face. So we will help you establish an ISO system that not only enhances your reputation, but also allows you to keep improving, growing and winning new customers.

X Find out what cookies we use and how to disable them. ISO ISO Customer Satisfaction. Complaints Handling? What are the benefits of customer complaint management? 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 Integrate ISO with ISO to improve overall efficiency Monitor and continually improve your complaints handling process.

Implementing ISO customer complaints management There are many reasons to work with us to introduce and implement customer complaints management. Top tips for implementing ISO Get commitment and support from senior management. Engage the whole business with good internal communication. Compare existing management processes with ISO requirements. Get customer feedback on current complaints management.

Establish an implementation team to get the best results. Map out and share roles, responsibilities and timescales. Adapt the principles of ISO management systems to your business. Motivate staff involvement with training and incentives. Train staff to understand and use the ISO management system. Regularly review your ISO system to make sure it remains effective and that you are continually improving it. How to get certified to ISO We make the certification process simple.

Gap analysis This is an optional service where we take a closer look at your existing complaints management system and compare it with ISO requirements. This helps identify areas that need more work before we carry out a formal assessment, saving you time and money. Formal assessment This happens in two stages.

We will share the details of our findings with you so that if we find gaps, you can close them.