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Employees discuss customer complaints. They are looking for a solution.

ISO 10002

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

what is ISO 10002?

Quality management – Customer satisfaction – Guidelines for handling complaints in organizations (ISO 10002:2018)

Companies always try to create the highest quality product for their customers to keep them satisfied. However, complaints will always be a part of selling any product and will hurt you if not managed properly. But complaints are gold for your business!

Bill Gates, the founder of Microsoft, stated, “Your most dissatisfied customers are your greatest source of learning.” Use that complaint and turn it into an opportunity to improve your product.

To help manage complaints and maintain customer satisfaction, ISO 10002, a quality management process specifically for handling complaints, can be developed.

This International Standard provides guidance on the process of handling complaints about products and services in an organization, including planning, design, development, operation, maintenance, and improvement. The complaint handling process described is suitable for use as one of the processes of a total quality management system.

A complaint is an expression of dissatisfaction with an organization, related to its products, or the complaint-handling process itself. In this case, a response or solution is explicitly or implicitly expected.

You can turn unhappy customers into business opportunities by effectively managing complaints. Satisfied customers are your most valuable ambassadors. A disgruntled customer tells friends and colleagues about their experience, damaging your reputation, and often you know nothing about it. Implementing a complaint-handling process using ISO 10002 will help you turn unhappy customers into satisfied customers and use their feedback to improve the experience of future customers.

Your customer service processes should make communicating and resolving complaints easy for your customers. Complaint management is not about reducing the number of complaints, but about taking the information they generate and turning it into an opportunity for improvement.

Smart complaint management helps you improve customer service standards and provides an effective complaint-handling system to set you apart from your competitors. Customer satisfaction shows that your organization cares about customer feedback and effectively receives, manages, and resolves customer complaints.

The main rule of customer satisfaction

is to put ourselves in the customer’s place, look from the customer’s point of view, and make all our processes customer oriented. Why do we want the customer to be pleased? Because a satisfied customer will remain loyal. While a satisfied customer shares his satisfaction with an average of 5 people, a dissatisfied customer shares his dissatisfaction with an average of 20 people. There may always be a difference between the customer’s expectations of the service and his perception of the service. Therefore, it is the responsibility of the service provider to clarify this difference

aspects of complaint handling:

– Increasing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and increasing the organization’s ability to improve products and services. Itself, including customer service.

– Participation and commitment of senior management through adequate acquisition and deployment of resources, including personnel training.

– Knowing and handling the needs and expectations of the plaintiffs.

– Provide an open, effective, and easy-to-use complaints process for complainants.

– Analyzing and evaluating complaints to improve product quality and customer service.

– Auditing the complaint handling process.

– Checking the effectiveness and efficiency of the complaint-handling process

Benefits of ISO 10002 certification

· Customer trust

By adopting a management system, the ability to maintain customer loyalty increases. Customers are assured of our commitment to resolving any of their queries or complaints.

· Continuous improvement and cost reduction

Continuous improvement of processes and, therefore, efficiency means saving money. Also, due to more emphasis on monitoring non-compliant products, cost rationalization is done.

· The communication and relationship

The system helps adopt a customer-oriented approach to handling, analyzing, and investigating complaints and encourages employees to improve their skills and behavior in working with customers.

· Improving the brand

A certified complaint management system demonstrates to customers and other stakeholders that by recognizing and addressing the needs and expectations of complainants, you have processes in place to handle, analyze and investigate complaints to improve product and customer service quality.

· The improved productivity of

Implementing and certifying a consistent process for handling customers allows for identifying the causes and removing the causes of complaints. This allows for improving the performance of the organization and creating a means of analyzing and evaluating complaints for improving product quality and customer service.

· Customer satisfaction Increase customer satisfaction

By creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization’s ability to improve product and customer service, so by establishing a satisfaction management system. Customer-oriented Open to feedback and complaints Achieve customer satisfaction.

what organizations can get ISO 10002 Certification?

This International Standard is intended for use by any organization, regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Appendix B provides guidance specifically for small businesses.

These types of institutions value their customers and handle complaints consistently and seriously with the aim of reassuring customers and winning their trust.

Basic principles of the ISO 10002 standard:

ISO 10002 certification provides your organization with a quality and reliable complaint management system that includes the following features and principles:






Responsible customer-oriented approach

Continuous improvement

The objective of ISO 10002

is to increase customer satisfaction by creating a customer-focused environment that allows open feedback, resolves any complaints, and increases the organization’s capacity to improve products and services for customers.

Integrate ISO 10002 with ISO 9001 to improve overall efficiency. The motivation for implementing a complaint management system may be the ease of integration with an ISO 9001-compliant quality management system or other popular management systems (such as ISO 14001, ISO/IEC 27001, ISO 13485, and ISO 45001). The structure of these standards is very similar, and some requirements converge, which significantly reduces implementation costs.

ISO 10002 implementation is also the starting point for 100% customer satisfaction.

Today, trying to meet customer expectations with traditional methods is no longer enough.

With increasing customer expectations and decreasing market share, organizations face difficulties creating and managing customer satisfaction processes. Compared to the past, customers expect more from your products and services. Your competitors are working hard to meet these expectations. You can also increase customer satisfaction with the ISO 10002 international customer satisfaction standard To create your complaint management system, you set the basic principles and explain why and how to remove them. ISO 10002 helps you to find areas where you can improve in your company and ultimately eliminate the causes of complaints. The standard defines the necessary management tools for you to manage customer complaints more efficiently and effectively and provide more customer satisfaction with the services you provide Normally, complaints should be resolved within the company. Sometimes the customer shuts down communication and refuses to cooperate. Foreign customers may not file a complaint or pursue a complaint due to different languages, unknown legal regulations, costs, lack of forums providing solutions, and time constraints. We can define customer satisfaction as the benefit of goods and services in exchange for customer expectations. The ISO 10002 customer satisfaction management system is a management approach that enables a company to create and develop more profitable and long-term relationships with its potential customers.