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ISO 10002

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. ISO 10002 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.

Who is it relevant for?

ISO 10002 Mumbai is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.

Benefits of ISO 10002

There are a number of benefits to implementing and certifying your customer complaints management system:

  • Customer retention
    By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
  • Brand reputation
    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.
  • Operational efficiency
    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.
  • Flexibility
    The standard is compatible with ISO 9001 quality allowing you to add value and efficiency to your organization.
  • Continual improvement
    It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.

How can ISO - Mumbai help you to get ISO 10002 Certification?

ISO - Mumbai specializes in the entire range of ISO management system certification standards. We have been able to establish our self among the well renowned names in the industry with the help of our excellent ISO Consulting Services. We have clients in more than 30 countries for various certifications like ISO 9001, ISO 14001, OHSAS 18001, HACCP ISO 22000 and ISO 27001. We have proven our mettle in providing the authentic ISO 10002 Certification Services to our clients spreading worldwide. ISO 10002 complaint management system implementations with the consultants and experts of ISO - Mumbai not only assure 100% successful ISO 10002 certification but also improve process performance and business operations.

Consultants of ISO - Mumbai partner your company in your quality management initiative through ISO 10002 certification to get your company ISO 10002 certified quickly with ease of implementation and in the most cost effective manner. We make sure that ISO 10002 standard implementation does not become just a documentation activity but it becomes a way of life for the organization that lays a foundation for Total Complaint Management and Complaint Management conscious organizational culture.

ISO - Mumbai offers onsite consulting solutions and online consulting solutions for ISO 10002 certification. Our customers have been utilizing our services not only for initial certification consulting but also post certification consulting to ensure that our consultants regularly add value to the business processes of our customers and their process & quality standardization initiatives.

ISO – Mumbai’s ISO 10002 certificate consulting services include awareness training, customer satisfaction policy - objectives workshop, gap analysis, documentation design including manuals, procedures, work instructions, formats etc, implementation assistance & training, internal auditor training, assistance in conducting internal audit, pre-assessment audit and everything required to ensure a 100% successful ISO 10002 certification audit within scheduled project completion time period

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