ISO 10002:2014 – Quality management –Customer satisfaction – Guidelines for complaints handling in organizations

Organization can move one more step ahead in proving their customer focus by obtaining certification for their organization against ISO 10002:2014, which provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement.

Implementation of ISO 10002:2014 addresses the complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2014 is suitable for organization of any size and sectors, including small business but this does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

ISO 10002:2014 addresses the following aspects of complaints handling

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
  • Recognizing and addressing the needs and expectations of complainants
  • Providing complainants with an open, effective, and easy-to-use complaints process
  • Analysing and evaluating complaints in order to improve the product and customer service quality
  • Auditing of the complaints-handling process
  • Reviewing the effectiveness and efficiency of the complaints-handling process

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