ISO 10002

Would you like to increase your customer satisfaction by applying the ISO 10002 standard?

What is ISO 10002 Customer Satisfaction Management System?

ISO 10002 aims to increase customer satisfaction by creating a customer-oriented environment that is open to feedback, to resolve every complaint received, and to increase the ability of the organization to improve its products and customer service.

Why ISO 10002?

• Guides organizations on how to behave in cases of customer complaints.
• Guides organizations as to whether we need to “apologize” after an incident with a client, or whether we should plan a larger action, including compensation to compensate.
• It ensures that problems with the customer are handled in the most fair way.
• Learning from complaints ensures that areas open to improvement are identified.

Who Can Get ISO 10002 Certificate?

The standard can be applied to all private and public organizations of all types and sizes, regardless of the size and sector of the organization. Any organization that wants to show that they value their customers, that complaints are handled consistently and seriously, and that aim to give their customers confidence in this regard, can receive this document.

Terms and recipes Product

The result of processes covering four general product categories as service, software, hardware and processed material. In this standard, the product also means service.

Complainant

The person, organization or their representative making the complaint,

Complaint

A statement of dissatisfaction made to an organization with its products or its complaints-handling processes. A direct or indirect answer or solution is expected here.
Customer
Organization or person purchasing the product.
Customer happiness
The degree of perception by the customer of the customer conditions realized.
Customer service
Interaction between the customer and the organization throughout the life cycle of a product.
Feedback
Opinions, comments and statements of interest regarding products or complaints-handling processes.
Interested party
An individual or group that benefits from the performance or success of an organization.
Target (Handling complaints)
What is sought or intended about in dealing with complaints
Policy (Handling complaints)
The overall purpose or direction of the organization in dealing with complaints, formally expressed by senior management
Process
A set of interrelated or interacting activities that transform inputs into outputs
Principles
1. Transparency
2.Accessibility
3. Responsiveness
4. Objectivity
5. Fees
6. Privacy
7. Customer oriented approach
8.Accountability
9. Continuous improvement
Transparency
Information on how and where to handle a complaint should be adequately publicized to customers, staff and other interested parties.
Accessibility
The complaints-handling process should be easily accessible to all complainants. Information should be given on the details of making and resolving complaints. The complaints-handling process and support information should be easy to understand and use. The information should be in clear language. Information and assistance for making complaints is available in the format or language in which the product is presented or provided, including alternative formats such as large-size printing, Braille (embossing and printing system for finger-touch reading) or tape, so as not to disadvantage complainants. should be.
Responsiveness
The complainant should be informed immediately that the complaint has been received. Complaints should be answered in a short time according to their urgency. As an example, important health and safety situations should be addressed immediately. Complainants should be treated courteously and informed about progress in the complaints-handling process.
Objectivity
Each complaint should be evaluated fairly, objectively and impartially during the complaints handling process.
Fees
Evaluation of the complaints-handling process should be free of charge for the complainant.
Privacy
Personal information relating to the complainant, when necessary, should only be available for the purpose of handling the complaint within the organization and should not be disclosed unless the client or complainant expressly consents to disclosure.
Customer oriented approach
It should be open to feedback, including customer-focused approach complaints that the organization should adapt, and demonstrate a commitment to resolve complaints through its actions.
Accountability
The organization should ensure that the organization is accountable for and reporting on its activities and decisions that deal with complaints.
Continuous improvement
Continuous improvement of the complaints-handling process and the quality of products should be the permanent goal of the organization.
Standard clauses
0 Login
1 Scope
2 Cited standards and / or documents
3 Terms and recipes
4 Guiding principles
5 complaints-handling framework
6 Planning and design
7 Running the complaints-handling process
8 Maintenance or improvement