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ISO 10002:2018 is a widely recognised Quality Management System that belongs to the family of ISO international standard for customer satisfaction.
ISO 10002:2014 is a widely recognised Quality Management System that belongs to the family of ISO international standard for customer satisfaction. It provides guidelines to organisations for a Quality Management System (QMS) to deal with customer complaints. The ISO quality management for customer satisfaction standards family include:
• ISO 10001: Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organisations: It provides guidelines for designing a process to develop and implement a code of conduct related to customer satisfaction.
• ISO 10002: Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organisations: It provides guidelines for designing a process to handle customer complaints related to the products and services of the organisation.
• ISO 10003: Quality Management – Customer Satisfaction – Guidelines for Dispute Resolution External to Organisations: It provides guidelines for designing a process to manage dispute resolution with external organisations effectively.
• ISO 10004: Quality Management – Customer Satisfaction – Guidelines for Monitoring and Measuring Customer Satisfaction: It provides guidelines for designing a process to monitor and measure customer satisfaction.
• ISO 10005: Quality Management – Customer Satisfaction – Guidelines for Business-to-Consumer Electronic Commerce Transactions: It provides guidelines for designing a process to handle business to consumer electronic commerce transactions.
Globus Certifications is a certification body that helps you in certifying your management system. When the system is found to be conformant, ISO 10002:2018 certificate is issued.
Benefits of ISO 10002:2018
A strong system for handling customer complaints is important for all organisations and they reap the benefits of the ISO 10002 customer satisfaction certification by implementing the standard. There are numerous benefits:
• Happy Customers: If an organisation handles customer complaints responsibly and responds on time, the customers are bound to feel valued. They will have a positive experience with the company even if they received sub-par products or services. These customers are more likely to do business with the organisation in the future too. Any negligence or delay in handling customer complaints can mean a loss of business and tarnishing of brand image. An ISO 10002 Customer Satisfaction Quality Management System can help your organisation create a process to handle customer complaints so that employees know what to do in different scenarios.
• Increased Credibility: ISO 10002 is an internationally recognised standard that provides guidelines for designing strong customer complaint handling processes. It gives you a competitive advantage in the market and also builds credibility since it shows that you care about your customers. You can use your ISO 10002: 2018 certification as a marketing tool to show that your organisation takes customer complaints and concerns seriously.
• Ease of Entering New Markets: For organisations that operate across different locations in the world and want to expand further, an internationally recognised certification like ISO 10002: 2018 eliminates the need for location- or country-specific registrations/certifications. This expedites the process of entering new markets and also makes it easy to set-up and run a global business.
An efficient process to handle consumer complaints is important to have happy customers. This helps in the growth of an organisation as well since bad customer experience also dents the brand image. It is important for organisations to have a good process in place for handling customer complaints.
Globus is an independent certification body that provides ISO 10002:2018 Customer Satisfaction Certification to organisations worldwide. Contact us for ISO 10002 Customer Certification today. Call +91-9810555659, +91-9868476771 or +91-9918728945, or email us.
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