The Benefits Of Adopting The Iso 10002 Standard

By Author: John
Total Articles: 186
Comment this article

Consumer trustworthiness and contentment have become a need for all businesses, and everyone is focused on the customer. Organizations must pay attention to consumer complaints and objections and respond appropriately in an organized and process-driven manner. When a company has many consumers, this becomes an issue. Not responding to customer complaints or responding in a way that hurts someone's feelings can damage a company's image and lead to lost consumers and income. It also influences the organization's value and investors. Businesses must analyze and respond to client complaints in a fast and uniform manner to reduce customer turnover and boost satisfaction. To do so, they must develop an efficient Complaint Management System.

The ISO 10002 documents provide guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement. The complaints-handling process described, what is suitable for use as one of the processes of an overall quality management system. The ISO 10002 documents can be used ...
... by any organization irrespective of any type or any size. It is also implemented by organizations in all sectors. Documents should address the following records of complaints handling:

• Enhancing customer satisfaction by making a customer-focused environment that is open to feedback/complaints, resolving any complaints, and enhancing the organization’s capability to improve its products and services as well as customer service.
• Top management involvement and assurance through suitable achievement 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.
• Analyzing and assessing complaints to improve the quality of products and services, including customer service.
• Auditing of the complaints-handling process.
• Reviewing the effectiveness and efficiency of the complaints-handling process.

A Complaint Management System comprises a set of procedures to address customer complaints and resolve disputes. It is also essential for every business, as it can ensure business success. It will also monitor and continually improve your complaints handling process, leading to better customer satisfaction rates.

List of benefits after implementing this standard

The ISO 10002 standard addresses the following aspects of complaints handling:
• recognizing and addressing the needs and expectations of complainants.
• providing complainants with an open, effective, and easy-to-use complaints process.
• analyzing and evaluating complaints to improve the product and customer service quality.
• revising the effectiveness and proficiency of the complaints-handling procedure.
• It is beneficial to accomplish effective productivity and to categorize the reasons for complaints.
• It also helps to resolve more complaints through a more customer-focused method.
• Complaint management system helps to involve staff with new customer service training chances.
• ISO 10002 integrates with ISO 9001 standard, to improve overall effectiveness.