ISO 10002 Complaints Handling Management Systems:
Effective management of claims and customer satisfaction
The Standard ISO 10002 establishes a series of guidelines that must be followed by any organisation that wishes to introduce a Complaints Handling Management System.
The standard establishes a PDCA cycle during development and gives instructions on planning, design, operation, maintenance and improvement of the complaint handling process.
As a result of implementing the Standard ISO10002in a company, a user or customer can not only report a complaint or claim regarding their products or services, but also be kept informed of the status of their claim throughout. In addition, the user or client knows that his/her complaint or claim will be analysed and investigated thoroughly and that a coherent response will always be provided within the established time. If the client is still not fully satisfied with the response obtained, he/she will be offered other channels through which the complaint can be submitted, until a satisfactory response is received.
Benefits of the Complaints Handling certification:
• A management system to continuously monitor and improve the complaints handling process is established.
• An organisation becomes more flexible in its handling of complaints. A
logical system is obtained that permits a client-organisation relationship.
• An organisation can develop the actions that improve operations,
including anticipating possible changes in trends and heading off possible motives for complaints.
• A foundation is developed for ongoing improvement using monitoring
systems and the analysis of processes involved in complaints
management and the methods used to rectify them.
• An effective, simple and decisive mechanism is developed for managing
issues with clients.
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