Organizations can become aware of a customer’s troubles through several means, but customer complaints are probably the most explicit. An international standard, ISO 10002:2018 – Quality management – Customer satisfaction – Guidelines for complaints handling in organizations aids organizations in handling complaints. While some may be supposed as obstacle, company require to stay progressive on the complaints of their customers and should be prepared to respond to and resolve their expressed troubles.
Gain the essential abilities to conduct a base-line review of your company’s current position and implement the key principles of ISO 10002:2018. Using a step-by-step approach, you’ll learn how to develop an implementation plan, create needed documentation, monitor your CMS and achieve continual customer satisfaction
The handling of complaints through a process as described in ISO 10002 should improve client support. Encouraging customer feedback (including complaints) should offer opportunities to maintain or develop client faithfulness and support, and progress domestic and worldwide competitiveness.