It costs an organisation at least four times as much to recruit a new customer as to maintain an existing one. Organisations that regularly lose customers, struggle to repair their damaged reputations.
In today’s competitive environment, product and service innovations are redefining accepted levels of performance. A good customer satisfaction system is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers’ complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.
System helps to adopt a customer-focused approach to and to encourage employees to improve their behaviour and skills in working with customers.
Provides a basis for continual improvement and analysis of complaints-handling process.
Provides clients with an open, effective and easy-to-use customer feedback process.
Enhances customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any issues, and enhancing the organisation’s ability to improve it’s customer service.
A certified customer satisfaction management system demonstrates to clients and other stakeholders that you have high standards in place to process, analyse and review complaints to improve the product and customer service quality.
Management commitment through adequate acquisition and deployment of resources, including employee communication and training;
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