ISO 10002 Guide for Customer Handling

Certificate Program Provided by SETTEC What do your customers really think? Are you measuring what is important to them ... ISO 10002: Quality Management Guidelines for Complaints Handling in Organizations which is the latest quality management system standard to be released by the International Organization for Standardization, and focuses singly on processing customer complaints. A new ISO standard offers a solution for organizations on those occasions when the customer is dissatisfied with a product or service - guidelines for handling complaints in a manner that gives optimal results for both the organization and unhappy customer. ISO 10002: 2004, Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations, the standard is complete enough for stand-alone implementation, or in support of other quality management and customer satisfaction tools, including Customer Relation Management and Six Sigma. The standard gives complete guidance - including principles, issues for consideration and structural aspects - for the management of the overall complaints-handling process, with numerous checklists, sample forms, and practical examples.

ISO 10002 Guide for Customer Handling ISO 10002 Guide for Customer Handling, defines, what a good complaints handling process should be built upon.

* Define customer satisfaction
* Benefits of managing your customer relationship
* Importance of having clear measurement objectives
* The customer satisfaction measurement framework
* Current approaches to measuring customer satisfaction
* Indicators of customer satisfaction
* The customer survey
* Interpreting and using results
* Planning an approach to measuring customer satisfaction

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• Ensuring Customer Satisfaction