WHAT IS ISO 10002:2018
ISO 10002:2018 - Enhancing Customer Satisfaction through Effective Complaint Handling.
ISO 10002 serves as a comprehensive guideline for organizations in effectively managing customer complaints. By following the customer complaint steps and processes outlined below, businesses can ensure a customer-centric approach to addressing grievances:
1. Receiving and Recording Complaints: Upon receiving an initial complaint, it is crucial to record all relevant information along with a unique identifier code. This record should include the desired resolution and any other pertinent details for efficient complaint handling.
2. Tracking Complaints: Each complaint should be diligently tracked throughout the entire process until it is satisfactorily resolved, or a final decision is reached. Regular status updates, at predetermined intervals or upon request, should be provided to the complainant. Throughout the complaint handling process, courteous treatment and transparent communication are essential.
3. Acknowledging Complaints: Prompt acknowledgement of each complaint is vital to reassure the complainant. This acknowledgment can be communicated immediately through channels like phone or email.
4. Initial Assessment of Complaints: After receipt, complaints should undergo an initial assessment based on criteria such as severity, complexity, and potential impact. Urgent complaints, such as those related to health and safety, should be addressed with priority and resolved promptly.
5. Investigation of Complaints: Every effort should be made to investigate the relevant circumstances surrounding each complaint. The level of investigation should align with the seriousness, frequency, and severity of the complaint. Thoroughness in the investigation process demonstrates a commitment to resolving issues effectively.
6. Response to Complaints: Following a comprehensive investigation, the organization should provide a response that addresses the complaint, corrects the problem, and implements preventive measures for future occurrences. This proactive approach demonstrates a commitment to customer satisfaction and continuous improvement.
7. Communicating the Decision: Once a decision or action has been taken regarding the complaint, it should be promptly communicated to the complainant and any involved personnel. Transparent communication ensures that all relevant parties are informed of the outcome.
Benefits of ISO 10002:2018 Implementation and Certification
ISO 10002 certification is conducted by independent auditors and experts who possess extensive experience and training in auditing compliance with ISO 10000 standards, including ISO 10002. These professionals are well-versed in the specific requirements of organizations within various industries.
Successful completion of the certification procedure results in the issuance of a Certificate of Conformity. This official document confirms that the organization's customer complaint evaluation system aligns with the requirements outlined in the ISO 10002 standard. By achieving ISO 10002 certification, businesses gain the following advantages:
- Improved customer satisfaction through effective complaint handling,
- Enhanced customer retention and loyalty,
- Streamlined complaint management processes,
- Clear and transparent communication with customers,
- Opportunities for continuous improvement in addressing customer grievances,
By embracing ISO 10002 and obtaining certification, organizations demonstrate their commitment to providing exceptional customer service and addressing complaints promptly and effectively.
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