ISO 10002 – Guidelines for complaints handling in organizations

Customer dissatisfaction can damage your business. According to recent research, an average of 25 out of 26 unhappy anonymous customers will subsequently drive away 1,560 of their friends from your business. 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 new release of ISO 10002 for Quality Management: Customer Satisfaction – Guideline for Complaint Handling in Organisations is an excellent customer service certificate and acts as a ‘true-to-life’ manual designed expressly for this purpose.

“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. 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

Customer Confidence

By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or complaints.

Improved Efficiency

Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints, as well as improve organization’s operations.

Better Relationship

System helps to adopt a customer-focused approach to handle, analysis and review complaints and encourage personnel to improve their skills & behaviour in working with customers.

Continual improvement

It provides a basis for continual improvement and analysis of complaints-handling process, redressal of complaints with improvements to be made.

Transparent System

Provide complainants with an open, effective and easy-to-use complaints process.

Auditable System

Complaint management system is auditable, thus auditing of the complaints-handling process gives accuracy of the system compliance.

Synchronisation

It is developed as guidance for an organization’s complaints handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organization.

Management System

This is a management system, therefore, all ingredients of management system are inherited in the complaint management system compliant to ISO 10002:2004, reviewing the effectiveness and efficiency of the complaints-handling process.

Customer Satisfaction

Enhance customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization’s ability to improve its product and customer service;

Management Focus

Management commitment through adequate acquisition and deployment of resources, including personnel training;

Brand Improvement

Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyse and review complaints to improve the product and customer service quality.

Credibility

Effective complaint Management system helps to ensure defined responsibilities & procedures to handle & review complaints are in place.

TOV America Process

TOV has a unique approach of certification which complies with the requirement for bodies providing audit and certification of management system.