ISO 10002:2018 - Quality Management — Customer Satisfaction
Your customer service processes need to make it simple for your customers to communicate complaints and resolve any issues arising. Complaint management is not about reducing the number of complaints, but taking the information they generate and turning it into an opportunity for improvement.
You can turn unhappy customers into positive business opportunities with effective complaints management. Satisfied customers are your best ambassadors. An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers.
Smart complaint management will help you to improve customer service standards and deliver an effective complaint handling system to differentiate you from your competitors. Auditing by SCS against ISO 10002 Quality Management: Customer Satisfaction demonstrates that your organization cares about customer feedback and receives, manages and resolves customer complaints effectively.
ISO 10002 provides guidance on the process of complaints handling related to products within an organization, including 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. ISO 10002 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
Benefits of ISO 10002:
- Customer retention
- Continual improvement
- Confidentiality
- Achieve operational Efficiency
- Recognizes and deals with the source of complaints
Certification process
- Complete a profiling form to customize a quote for your organization detailing the cost, planning and time required.
- Conduct a pre-audit to determine if your organization already fulfills the requirements for the standard and identify areas for improvement.
- Stage 1 site visit by our auditors to verify the profile submitted during your application and determine your readiness for Stage 2.
- Stage 2 on-site audit by MOODY auditors. -> Propose and implement corrective actions, if any.
- Receive your audit report and certificate from the committee.
Why choose MOODY?
MOODY is a global leader in management systems solutions, having issued various management systems certifications to date. Our dedicated and experienced auditors across the globe can speak your language and help you explore the possibility of integrating ISO 10002:2018 - Quality Management — Customer Satisfaction certification initiative with other management systems. We can also act as a one-stop provider for all your quality certification needs by offering bundled product testing and certification services. With the MOODY certification mark, you demonstrate your commitment to delivering quality products and services.