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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.