ISO 10002

ISO 10002:2004 addresses the following aspects of complaints handling:

-Enhancing customer satisfaction by open feedback (including complaints), resolving any complaints received
-Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
-Recognizing and addressing the needs and expectations of complainants;
-Providing complainants with an open, effective and easy-to-use complaints process;
-Analysing complaints in order to improve the product and customer service quality;

Benefit
Enhance the corporate image
Demonstrate that the corporate concern
Demonstrate that the complaint handling is up to and above the market benchmark
Improve employee awareness and alertness on customer handling skills

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