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ISO 10002 Certification

ISO 10002

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.

ISO 10002 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.
Who is it relevant for?

ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.
Benefits of ISO 10002

There are a number of benefits to implementing and certifying your customer complaints management system:
  • Customer retention
    By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
  • Brand reputation
    Implementing and certifying your complaints management system demonstrates to stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyse and review complaints.
  • Operational efficiency
    Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improve your organization’s operations.
  • Improved internal communications and relations
    It helps you to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.
  • Flexibility
    The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization.
  • Continual improvement
    It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.
How can Consultants – India help you to get ISO 10002 Certification?

Consultants of Consultants – India partner your company in your quality management initiative through ISO 10002 certification to get your company ISO 10002 certified quickly with ease of implementation and in the most cost effective manner. We make sure that ISO 10002 standard implementation does not become just a documentation activity but it becomes a way of life for the organization that lays a foundation for Total Complaint Management and Complaint Management conscious organizational culture.

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