CERTIFICATION IN INDIA

ISO 10002:2018 - CUSTOMER SATISFACTION

What is ISO 10002:2018 - CUSTOMER SATISFACTION?

Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it.

ISO 10002 can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause, and how to eliminate them.

ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.

Benefits of ISO 10002:2018 Certification

Customer Confidence

By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or complaints.

Continual improvement

Continual improvement of processes and resulting operational efficiencies mean money saved.

Better Relationship

System helps to adopt a customer-focused approach to handle, analysis and review complaints and encourage personnel to improve their skills & behaviour in working with customers.

Brand Improvement

Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyse and review complaints to improve the product and customer service quality.

Improved Efficiency

Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints, as well as improve organization’s operations.

Customer Satisfaction

Enhance 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 its product and customer service.

Who can be certified ISO 10002:2018?

ISO 10002 Complaints Management System provides guidance on the process of complaint handling which includes planning, design, operation, and maintenance of complaint management within an organization.

Manufacturing Companies

Service Sector

Hospitals

NGO'S

Educational

Government Organizations

Research Foundation

Fitness Sector

Shipping Industry

Aerospace

Food

Automotive

Telecom

Textile and Apparels

Medical and Test Lab

Software Development

Document required for ISO 10002:2018

The extent of Documented Information differs as per:

Role of Shamkris and Process of ISO 10002 Certification

Shamkris adopts a results-oriented approach to effective system implementation in the organization. A simple and practical method of system implementation helps organizations increase business efficiency and sustainability. Shamkris supports 100% documentation to obtain a certificate of success in addition to enhanced performance.

The implementation process is described below:

Time Frame

Task

Process

Day 1

GAP Analysis
Certification Body
Selection
Cost Estimates

Week 1

Developing Documents

Week 4

Implementing Management System

Week 8

Internal Audit
MRM
CAPA

Week 10

Certification Body
Audit
N-C Closing

Week 12

Certificate Issued

Year on Year

Yearly Compliance