ISO 10002:2014 Standard New stand by updating by ISO (International Standard Organization) Tags ISO 10002:2018 revised and published. As you know, the brand image in businesses that cannot manage complaints is damaged. And the reason for this is the case of losing customers and entering risk for businesses. To make basic review of the current status of businesses and ISO 10002:2018 stand Tags In order to meet the requirements, these standard businesses need to dry and apply. Now you have benefits to look at this new standard!

ISO 10002:2018 The scope of Customer Satisfaction Management (Customer Management System) Standard is a certificate of compliance with the requirements of the processes including planning, design, development, operation, maintenance and improvement of businesses, including those related to electronic trade. The process of addressing complaints defined by the business is suitable for use as one of the processes of a general quality management system.

ISO 10002:2018 effectively and efficiently guide organizations to plan, design, develop, operate, maintain and improve a complaint processing process. It is intended to provide benefits to a organization and its customers, complaint owners and other related parties.

Information obtained through the process of addressing complaints can lead to improvements in products, services and processes, and can increase the reputation of the organization regardless of the size, location and industry. In a global market, the value of using the International Standard is more pronounced as it provides confidence in consistent handling of complaints.

Today, with the increase of competition, customer expectations and demands have been met with many organizations. In this case, it is difficult to provide competitive superiority and create awareness. For this reason, ISO 10002 Customer Management System supports organizations. ISO 10002 Customer Satisfaction Management System standard is only a standard focused on customer complaints. It is a compatible standard for all sectors from a small business to the largest business. In order to ensure customer satisfaction and to ensure continuity, and also to provide customer complaints management services to the organization. Objective; Do not lose existing customer, make a quicker return to expectations and demands, broaden customer port föy, identify customer satisfaction and complaints, analysis, errors and problems to detect and correct.

NOTE During this document, "product" and "service" terms express the outputs of an organization requested by a customer or by the customer.

This document is prepared for use by any organization regardless of type or size or products and services provided. It is also intended to be used by organizations in all sectors. Additional B provides guidance especially for small businesses.

This document addresses the following aspects of addressing complaints:

a) To increase customer satisfaction by creating an open customer-oriented environment to feedback (including collaterals), solving the received complaints and increasing the ability to develop products and services, including the customer service of the organization;

b) Participation and commitment of upper management through adequate acquisition and use of resources including staff training;

c) To recognize and address the needs and expectations of the complainants;

d) Provide a clear, effective and easy-to-use complaint process to the owners;

e) Analyze and evaluate complaints to improve the quality of products and services, including customer service;

f) Inspection of the process of addressing complaints;

g) Review the effectiveness and efficiency of the process of addressing complaints.

This document is not valid for disputes or disputes relating to employment, referring to the solution outside the organization.

Home

1 Scope

2 Normative references

3 Terms and definitions

4 guiding principles

     4.1 General

     4.2 Commitment

     4.3 Capacity

     4.4 Transparency

     4.5 Accessibility

     4.6 Sensitivity

      4.7 Neutrality

      4.8 Fees

     4.9 Information integrity

     4.10 Privacy

     4.11 Customer-oriented approach m

     4.12 Liability

     4.13 Improvement

     4.14 Competence

     4.15 Time

5 Complaint-deliver frame

     5.1 Content of the organization

     5.2 Leadership and commitment

     5.3 News

     5.4 Liability and authorization

6 Planning, design and development

     6.1 General

     6.2 Objectives

     6.3 Activities

     6.4 News

7 days Processing of complaint-processing process

     7.1 Contact

     7.2 Receiving complaints

     7.3 Tracking of complaints

      7.4 Recognition of complaints

      7.5 The first assessment of complaints

       7.6 Investigation of complaints

       7.7 Answers to complaints p

       7.8 Commitment

       7.9 Closing of complaints

8 Maintenance and improvement

      8.1 Collection of information

      8.2 Analysis and assessment of complaints

      8.3 Evaluation of the satisfaction of the decision-making process

      8.4 Monitoring the process of receiving complaints

      8.5 Inspection of complaint-handing process Home

      8.6 Review of the management of the complaint-taking process

      8.7 Continuous improvement

Additional A ISO 10001, this document is associated with ISO 10003 and ISO 10004

Additional B guidance for small businesses

Additional C Form for Complaint

Additional D Lens

D.1 General

Impartiality for D.2 Personnel

D. 3 Separation of complaint-process procedures from discipline procedures

D.4 Privacy

D.5 Lens tracking

Additional E Complaint-procession flow chart

Additional F Complaints Tracking Form

Additional G Answers

Additional H Escalation flow chart

Additional I Continuous monitoring

I.1 General

I.2 Management responsibility

I.3 Performance measurement and monitoring

Basic Principles of ISO 10002 Customer Satisfaction Management System

ISO 10002 Customer Satisfaction Management System Certificate; It is taken on the implementation of the management system and creates trust in terms of customer by providing advantage in competition. A customer-oriented environment is created by addressing customer feedback with standard and increasing customer satisfaction by increasing customer service and organization capability.
 

Basic Principles;

• To be transparent about who and how to resolve the road
• Being accessible in the process of conflict resolution
• To answer customer complaints as soon as possible
• Be objective to everyone in the process of resolution
• Don’t charge the customer in the process of conflict resolution
• Keep the customer’s personal information only confidential using the process of solving the complaint
• Be open to feedback and approach customer-oriented to solutions
• Decisions and activities that are given in relation to conflicts should be accountable and reported
• Complaint solving processes and product quality should be continuous improvement.

ISO 10002 Customer Satisfaction Management System Benefits

ISO 10002 Customer Satisfaction Management System is standard for addressing complaints about customers within the scope of the entire organization addressed by the company, including planning, design, sales, service etc. The implementation of ISO 10002 Customer Satisfaction Management System standards within the business will bring a number of benefits in terms of customers and firms and employees.

Accordingly;

• First of all, employees will have sensitivity and sensitivity to customer complaints.
• Sensitivity and sensitivity in employees will show itself as a sense of care in customers and high level of satisfaction.
• The feeling of care that will occur in the customer and the satisfaction will take into the company complaints and negative comments.
• Every happy customer who is satisfied with the shopping is a volunteer advertising ambassador for that company. Happy customers have given high advertising traffic to the firm by telling shopping experiences in forums and comments on e-commerce sites.
• Happy customer means advertising, promotion, customer retention and reduced new customer win costs in terms of company.
• Customer Satisfaction Management System, which operates effectively and meet the requirements, increases the prestige and reputation of the company’s business world and customer.

How to Get ISO 10002 Customer Satisfaction Management System Certificate?

In order to keep the market share with a company, customer satisfaction is essential and required to measure. It is a much more cost-effective process to make new customers instead of maintaining the existing customer. And the lost customer will make the coming of new customers in the market much more difficult. In terms of customer satisfaction, dissatisfactions can be measured and taken steps for treatment. We can provide this with ISO 10002 Customer Satisfaction Management System.

A company that plans to receive Customer Satisfaction Management System Certificate should follow these processes:

• The company can provide a staff to take training by assigning it to this matter, and the management of the certification process can be transferred to him.
• The company can be prepared for certification audits by taking professional service from a consultancy company and is set within the ISO 10002 Customer Satisfaction Management System business.
• After installing ISO 10002 system within the company, the company will start the certification process by contacting an accredited certification body.
• If a system in accordance with the standard is determined by the certification body, the Customer Satisfaction Management System Certificate will be presented to the relevant company.

ISO 10002 Customer Satisfaction Management System Standard

The standard is able to be applied by every level of business from small and medium businesses that aim to satisfy customers and meet their expectations. Besides this, companies in public organization status can apply ISO 10002 Customer Satisfaction Management standard.

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