ISO 10002 CUSTOMER SATISFACTION and CUSTOMER COMPLAINTS MANAGEMENT SYSTEM

Nowadays, with the increase in competition, customer expectations and demands have begun to be met by many organizations. In this case, it has become difficult to achieve competitive advantage and raise awareness. For this reason, ISO 10002 Customer Management System supports organizations. It provides services to the organization to ensure and maintain customer satisfaction and to manage customer complaints. Aim; To avoid losing existing customers, to respond to their expectations and demands faster, to expand the customer portfolio, to determine customer satisfaction level and complaints, to detect and correct errors and problems by analyzing them.

ISO 10002 CERTIFICATE; The implementation of this management system is taken into account and provides a competitive advantage and creates trust for the customer.

Basic Principles of ISO 10002 Customer Complaint Management System

· Being transparent about who will resolve the complaint and how it will be resolved.

· Being accessible during the complaint resolution process

· Responding to customer complaints as soon as possible

· Being objective towards everyone during the complaint resolution process

· Not charging the customer a fee during the complaint resolution process.

Keeping the customer's personal information confidential by using it only during the complaint resolution process

· Being open to feedback and approaching solutions in a customer-oriented manner

· Decisions made and actions taken regarding complaints must be accountable and reported.

· There should be continuous improvement in complaint resolution processes and product quality.