ISO 10001 :2007 Customer Satisfaction Management System
ISO 10002 – Complaint handling system
This guidelines draws focus on :
Designing Customer Feedback / complaint handling system
Interpretation of the feedback parameters / complaint parameters
Data Analysis of the feedback / complaint root cause
Continual Improvement projects based on the feedback / corrective actions
In today’s competitive world the organizations that are proactive in managing their customers go a long way in establishing themselves as industry leaders. The best way to achieve this leadership is have an efficient customer satisfaction management system and an effective customer complaint handling system.
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.
Benefits of ISO 10001 / 10002 – customer satisfaction / complaint management system :-
There are a number of benefits to implementing and certifying your customer complaints management system:
By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
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.
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.
The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization. ISO 10002 – annex A also provides guidance specifically for small businesses.
It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.
Achieve ISO 10001 / 10002 customer satisfaction / complaint management compliance with us and show to the world your customer centric process oriented business model.