Customer Satisfaction, Complaints Management (ISO 10002)

ISO 10002: 2004 provides guidance on the process of complaints handling related to products and service delivery within an organisation. It includes planning, design, operation , maintenance and improvement. The complaints handling process described is suitable for use as one of the processes of an overall quality management system.

It is not applicable to disputes referred for resolution outside the organisation or for employment related disputes. It is also intended for use by organisations of all sizes and in all sectors.

Below are the benefits of implementing ISO 10002.

  • Achieve operational efficiency to identify trends and causes of complaints
  • Resolve more complaints by adopting a more customer focused approach
  • Engage staff with new customer service traininh oppurtunities       
  • Integrate ISO 10002 with ISO 9001 to improve overall efficiency 
  • Monitor and continually improve your complaints handling process 

IQC shall issue un-accreditated cetificate of compliance on satisfactory compliance to the above standard and documented procedures of IQC.

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