ISO 10001:2018 Certification Service

ISO 10002 Customer Satisfaction. Complaints Handling

Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.

What is ISO 10002 Customer Satisfaction. Complaints Handling?

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.

What are the benefits of customer complaint management?

• Achieve operational efficiency to identify trends and causes of complaints
• Resolve more complaints by adopting a more customer-focused approach
• Engage staff with new customer service training opportunities
• Integrate ISO 10002 with ISO 9001 to improve overall efficiency
• Monitor and continually improve your complaints handling process.

Implementing ISO 10001 customer complaints management

There are many reasons to work with us to introduce and implement customer complaints management. That’s because we established the first complaints management system standard in 1999 (BS 860). This provided the foundations for the international standard ISO 10002. We can use this experience and knowledge to help you become an expert in managing customer complaints with your own ISO 10002 management system.

Top tips for implementing ISO 10002

1. Get commitment and support from senior management.
2. Engage the whole business with good internal communication.
3. Compare existing management processes with ISO 10002 requirements. 
4. Get customer feedback on current complaints management.
5. Establish an implementation team to get the best results.
6. Map out and share roles, responsibilities and timescales.
7. Adapt the principles of ISO 10002 management systems to your business.
8. Motivate staff involvement with training and incentives.
9. Train staff to understand and use the ISO 10002 management system.
10. Regularly review your ISO 10002 system to make sure it remains effective and that you are continually improving it.