Nowadays, customer complaints received during and/or after the product/service, management of the complaints and converting the complaints received from the point of view of the institution into corporate profit and providing customer complaints are of great importance for organizations.
ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard is a standard that aims how the system should be managed when customer complaints are received, finding ways to transform customer dissatisfaction arising from complaints into satisfaction, and providing service beyond customer expectations. It is a new systematic approach to ensuring customer satisfaction and managing their complaints.
In addition, organizations that implement the ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard are applied by many organizations today as a management approach that enables the development of relationships in order to establish more profitable and long-term relationships with potential customers and current customers.
Organizations with this standard; The customer-focused approach demonstrates the fulfillment of management commitments related to feedback (including complaints), resolving received complaints, and improving customer service before and after production/service of organizations.
In organizations with ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard;
- Customer satisfaction becoming the target of the institution,
- How to follow the feedback from customers,
- Awareness and attention of employees will be developed regarding customer complaints,
- The customer is cared for,
- Activities necessary for customer satisfaction,
- Developing solutions to prevent the recurrence of complaints,
is intended to be provided.
ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard audits are carried out in two stages in accordance with the certification process of our national and international representations. The first stage focuses on audit planning and assesses whether the organization is ready for the audit. In the second stage, the audit of how the ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard is implemented is carried out.
As USB Certification, we carry out ISO 10002 Quality Management — Customer Satisfaction — Handling of Complaints in Organizations Standard pieces of training and audits with our expert trainers and auditors.
