ISO 10002:2018 is an international standard that provides guidelines for handling
customer complaints. It assist organizations establish a complaint-handling
procedures that is effective, efficient, and customer-focused.
Key Philosophy of ISO 10002:2018
Customer Focus: Focus on resolving customer complaints in a fair, timely, and
courteous manner.
Complaint Handling Procedures: Establish a complaint-handling procedures that is
easy to use, accessible, and transparent.
Communication: Communicate effectively with customers throughout the
complaint-handling procedures.
Root Cause Analysis: Find and address the root cause of customer complaints.
Continuous Improvement: Continuously improve the complaint-handling procedures based
on customer feedback and data analysis.
Key Essentials of ISO 10002:2018
Complaint Handling Policy: Establish a complaint-handling policy that outlines the
organization's dedication to customer complaint resolution.
Complaint Handling Procedures: Develop a complaint-handling procedures that includes
procedures for receiving, recording, and resolving customer complaints.
Complaint Resolution: Ensure that customer complaints are resolved in a fair,
timely, and courteous manner.
Complaint Analysis: Analyze customer complaints to find trends, patterns, and areas
for improvement.
Reporting and Review: Report and review customer complaint data to find
opportunities for improvement.
Benefits of Implementing ISO 10002:2018
Improved Customer Satisfaction: Improve customer satisfaction by resolving
complaints in a fair, timely, and courteous manner.
Increased Customer Loyalty: Increase customer loyalty by demonstrating a commitment
to customer complaint resolution.
Competitive edge: Differentiate your organization from competitors by demonstrating
a customer-centric approach to complaint handling.
Improved Decision-Making: Make informed decisions based on customer complaint data
and analysis.
Cost Savings: Reduce costs associated with customer complaints, returns, and
dissatisfaction.
Steps to Implement ISO 10002:2018
Establish a Complaint Handling Policy: Establish a complaint-handling policy that
outlines the organization's dedication to customer complaint resolution.
Develop a Complaint Handling Procedures: Develop a complaint-handling procedures
that includes procedures for receiving, recording, and resolving customer
complaints.
Train Employees: Train employees on the complaint-handling procedures.
Monitor and Review: Monitor and review customer complaint data to find opportunities
for improvement.
Continuously Improve: Continuously improve the complaint-handling procedures based
on customer feedback and data analysis.
