ISO 10002 Customer Complaints Management | TRB Uluslararası Belgelendirme Hizmetleri

ISO 10002 Customer Complaints Management

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ISO 10002 Management of Customer Complaints

ISO 10002:2004 standard is primarily concerned with the fulfillment of management commitments related to customer complaint management.

It is required to emphasize effective management of customer complaints in quality policy and set consistent goals in parallel with this policy.

In the next step, it is required to practice and create a detailed customer complaint management processes including receiving, saving, evaluating of customer complaints and transferring them to respondents, carrying out all requirements, keeping all taken actions on a regular basis,

taking actions about complaints, notifying customer about resolution of the complaint and providing continuity and effectiveness of the system.

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Compliance with ISO 9001 Standard

ISO 10002 standards complies with ISO 9001.ISO 10002 system can be installed and applied in an organization by itself, in addition to this, it is possible to apply it as a part of ISO 9001 system.

If the customer complaint management process of an organization is carried out sufficiently, the certification can be made by evaluating ISO 10002 requirements simultaneously with ISO 9001 investigation.

If the customer complaint management process of an organization is carried out sufficiently, the certification can be made by evaluating ISO 10002 requirements simultaneously with ISO 9001 investigation. In addition to this, whether there is ISO 9001 certificate, the certification can be made on condition that investigating the customer complaint management claims of organizations in accordance with ISO 10002 standard requirements.

As a result, ISO 10002 standard can be used as a good tool in order to show that we care our customers; our system is applied at higher levels according to our competitors; and to create a perfect customer relation management window; and to improve the knowledge and attentions of our employees for customer complaint management.