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The key to assure customer satisfaction is to effectively manage their complaints. This would also meet the customer’s expectation and customer complaints can be efficiently converted into customer satisfaction. Complaints should be viewed as opportunities to improve the process and producers of your organization. ISO 10002 helps you achieve customer satisfaction immaterial of the size of your Business – especially ones that want to remain successful.
Creating an environment that is customer focused and open to complaints and feedback, enhancement of organizational infrastructure, systems and personnel to improve customer service.
Acquiring and deploying adequate resources which includes personnel training, to promote top
management involvement and commitment.
Expecting, recognizing and addressing customer needs and complaints.
Improving quality of product and customer service by evaluating and analyzing complaints.
Complaints handling process Audit.
Complaints handling process efficiency and effectiveness review.
Helps in achieving efficiency in operation to identify causes and trends of complaints.
Adopt a more customer focused approach to resolve more complaints.
New opportunities for customer service training for staff engagement.
Overall efficiency greatly improved when ISO 10002 is integrated with ISO 9001
Continually monitor and improve your process for complaints handling.