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ISO 10002:2014 Quality Management Customer Satisfaction – Guidelines for complaints handling in organizations
The ISO 10002:2014 provides guidance on the process of treatment of complaints related to products within an organization. The standard evaluates the effectiveness and verifies the entire process of handling complaints. Among the many benefits of implementing this guideline we can list the improvement of customer satisfaction, increase of the organization’s ability to improve its products and customer services, greater consistency and coherence to the way of dealing with complaints, a timely and satisfactory response to those who claim. The effective resolution of complaints increases the organization’s ability regards the management of the services and the quality of production.