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NP ISO 10002

Guidelines for handling complaints in organizations

This standard provides guidelines for the design and implementation of an effective and efficient complaint handling process for problems relating to all activity types, including e-commerce.

Information obtained during the complaint handling process can bring about improvements in products and processes and, where complaints are handled correctly, can improve an organization’s reputation, whatever its size, location and sector.

Handling complaints using a process specified in this standard can improve customer satisfaction.

Encouraging customer feedback information, including complaints if the customer is not satisfied, can provide opportunities to maintain or improve customer loyalty and recognition, and improve national and international competitiveness.

Implementing the process specified in ISO 10002 can:

Give the complainant access to a transparent and responsive complaint handling process;

Improve the organization’s ability to resolve complaints in a consistent, systematic and responsive manner, satisfying the complainant and the organization;

Improve the ability of organizations to identify trends, eliminate the causes of complaints, and improve the organization’s operations;

Help the organization to create a customer-centered approach in order to settle complaints and encourage employees to improve their skills to work with customers;

Provide a basis for the ongoing review and analysis of the complaint handling process, complaints resolution and the achieved process improvements.

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