ISO 10002 COMPLAINT HANDLING MANAGEMENT SYSTEM CERTIFICATION
Introduction
ISO 10002:2018 is a standard operating procedure established by ISO (International Organization for Standardization) for the handling of customer complaints. It is the latest and systematic customer service management system in the world. ISO 10002 includes the service commitments, process planning and design, actual operation and continuous improvement for handling customer complaints.
ISO 10002 is also the guiding principle for grievance handling mechanism, including transparency, convenience, response efficiency, objectivity, confidentiality, accountability and continuous improvement in handling grievances. Using ISO 10002 to implement the complaint handling process can help companies turn unsatisfied customers into satisfied or even loyal customers, and use their input to improve future customer experience.
You can turn unhappy customers into positive business opportunities through effective complaint management. It can be said that effective handling of customer complaints is a "gold rush" process, because you can find "opportunities" and "improvement points" from the process.
Benefits
- Organization could build a customer-centric, consistent, systematic and quick response grievance handling process and system
- Organization could strengthen the ability to identify the causes of customer complaints and reduce it
- Encourage employees to strengthen their skills in facing customer complaints
- To prove to customers that the organization cares about customer responses and deal with them seriously
- To show that the organization's customer complaint handling mechanism has reached world standards
Applicable To
All companies and indutries
Training Courses
ISO 10002 Customer Complaint Management Guidelines and Practice Training Course (2 Days)
