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ISO 10002 standard is an international standard for customer complaint management that helps organizations effectively implement complaint handling processes. The standard focuses on receiving, investigating, responding to, and analyzing customer complaints, with the aim of improving customer satisfaction and maintaining long-term customer relationships. Below, we examine in detail about what is ISO 10002 standard entails.
ISO 10002 standard pays special attention to aspects such as establishing complaint reception channels, response timelines, staff training, and root cause analysis. These principles help your organization standardize complaint handling processes and prevent problem recurrence. The standard also emphasizes the importance of transparency and fairness in the complaint handling process.
The ISO 10002 standard is applicable to all organizations that interact with customers. It is particularly valuable for service industries, retail, and public service providers. By implementing this standard, your organization can build customer trust and establish better relationships with them.
Implementing ISO 10002 standard demonstrates an organization’s commitment to customer satisfaction. This standard not only helps reduce the number of complaints and improve customer experience, but also identifies opportunities for product and service improvement. Organizations with this standard benefit from increased customer loyalty, improved brand image, and reduced costs associated with problem resolution.
