Having a clear, highly responsive complaints-handling process in place is essential to any organisation, whatever the size of its operations.
ISO 10002:2004 is applicable to all sectors of business. By addressing particular aspects of complaint handling with regard to products, it forms an integral part of quality management.
Implementation of ISO 10002:2004 complaints-handling process benefits both the organisation and its customers. Providing a highly responsive treatment in the event of customer complaints, it allows for identification of any problem areas and opportunities for improvement and savings. The ability to resolve complaints to the clear satisfaction of all parties improves customer relations and organisational operations.
It also motivates personnel to adopt a customer focused approach to their work.
Incorporating guidance on the process of complaint handling in respect of planning, design, operation, maintenance and improvement, ISO 10002:2004 focuses on enhancing customer satisfaction and enabling open feedback to allow clear resolution of any complaints received.
There are clear advantages to having an open and easy to follow complaints process. By directly addressing the needs of their customers, businesses are able to improve both their customer service and their products.
Reviewing the effectiveness and efficiency of a company’s complaints handling process and involving top management in deployment of resources, including staff training, demonstrates a clear commitment to quality and excellence that in turn motivates personnel.
The ability to resolve complaints to the clear satisfaction of all parties improves customer relations and organisational operations.
12 February 2013
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