How to Promote Customer Satisfaction Through ISO 10002 Certification?

ISO certification is a must-have for businesses all around the world. There are several ISO Certification Standards that have been established particularly to manage certain business requirements. ISO 9001 Certification is a worldwide recognised certification standard. There is a specialised ISO Certification Standard for increasing Customer Satisfaction.

This post discusses how to promote customer satisfaction by implementing ISO 10002 certification.

ISO 10002:2018 Standard – Customer Complaint Management System

It is the ISO 10002 Standard that will assist in more efficiently managing customer complaints and achieving customer satisfaction. Furthermore, the Standard includes a set of policies that will aid forward-facing personnel in efficiently handling consumer complaints. According to ISO 10002, there are principles and best practices to follow.

The customer support personnel may swiftly turn a client complaint into satisfaction by adopting ISO best practices. The team will examine all of the concerns and look for ways to promote them. The ISO 10002 Standard is applying to any size or type of business. The standard will give the necessary parameters for implementing a Customer Complaints Management System.

The Customer Satisfaction Standard Awareness Training is excellent for the customer management team. It will detect the source of consumer complaints and promptly resolve them. Furthermore, the Awareness Training will assist the team in taking a more customer-focused approach. The training will prepare them to meet consumer requests more effectively. As a result, consumer satisfaction levels rise.

How to Implement the ISO 10002 Customer Complaints Management System?

Customer Complaint Management System’s implementation concludes a few processes. To proceed with the implementation, it is best to obtain the counsel of a professional ISO Consultant. The execution involves the cooperation of top management, employees, the service team, and other employees from various functional levels.

The ISO Consultant will perform an initial assessment to compare the current management process to the ISO 10002 criteria. On its complaint management system, the organization must have a way of recording client comments.

The ISO 10002 Consultants will also define staff roles and duties to properly apply the ISO 10002 Standard. Employees must also receive adequate training on the various parts of the certification requirement.

How to Obtain ISO 10002:2018 Customer Compliant Management Standard Certification?

Implementing the Customer Compliant Management Standard is akin to obtaining ISO 9001 certification. It begins with a gap analysis, followed by an examination of the management system, and finally by certification.

• Gap Analysis: The ISO Consultant will audit the current business operations. This is the first step in implementing ISO certification. The ISO Consultant examines the organization’s current business processes and activities. The Consultants will examine the current Customer complaint management system and compare it to the ISO 10002 standard recommendations. They will advise the organization on how to implement the best customer satisfaction methods.
• Formal Evaluation: Once the system’s vulnerabilities have been discovered, the Consultant will proceed with the implementation of the Compliant management system. Additionally, the adjustments identified during the gap analysis must be implemented at this point. The Consultant will conduct a management review and outline the modifications that need to be made to the current system. Inform the operations and service teams, as well as other functional divisions, of the ISO 10002 Standard’s applicability. Furthermore, the ISO Consultant is preparing the ISO 10002 documentation, process controls, and policy manual for the Standard at this point. They will also check for ISO Standard compliance and conclude the implementation process.
• Certification and Onwards: Finally, the company can work with an ISO Certification organization to obtain ISO 10002 certification. The Certification Body will conduct an audit to ensure that the Customer Compliant Management System adheres to all ISO 10002 criteria. The Certification Body will award the ISO 10002 Standard to the organization for three years, with the option to renew.

What are the Operations Involved in the Complaints-Handling Process?

The ISO 10002 is a complaints-handling process standard, developed by the International Organization for Standardization in 2004. ISO 10002 standard is for any organizations of all sizes and all sectors, the ISO 10002 certification supports companies with their complaint management to keep customer satisfaction high and their product innovative. ISO 10002:2014 offers guidance on the process of complaints handling related to products within an organization, along with planning, design, operation, maintenance, and improvement. In ISO 10002 documents every procedure is described in detail according to the organization’s requirements. So, the complaints-handling process described is appropriate for usage as one of the processes of an overall quality management system.

Operations of the complaints-handling process

• Communication:
  Information regarding the complaints-handling process, such as flyers, brochures, or electronic-based information, should be made eagerly available to customers, complainants, and other applicable interested parties. Such information should be provided in clear language and, so far as is realistic, in formats available to all so that no complainants are disadvantaged. The following are examples of such information:
  where and how complaints can be made?
  • What information is to be provided by the complainant?
  • What are the processes for handling complaints should be taken?
  • Which steps are associated with various stages in the process?
  • the complainant’s options for preparation, including external resources
  • how the complainant can acquire feedback on the position of the complaint.
    
• Receipt of complaints:
  Upon reporting the opening complaint, the complaint should be recorded with subsidiary information and an exclusive identifier code. The record of the initial complaint should recognize the remedy required by the complainant and any other information necessary for the effective handling of the complaint including:
  An explanation of the complaint with the relevant supporting information
  • The requested preparation
  • The products and services or associated organization practices complained about
  • Allocate the due date for a reply
  • The information must have about the people, divisions, branches, organizations, and market segments;
  • Take immediate action if any.
    
• Tracking of complaints:
  The complaint should be tracked from early receipt through the entire process until the complainant is satisfied or the final decision is made. The latest status should be made accessible to the complainant upon request and at regular intervals, at least at the time of pre-set deadlines. The complainants should be treated courteously and be kept informed of the progress of their complaints through the complaints handling process.
  
• Acknowledgement of complaints:
  The receipt of each complaint should be accepted by the complainant immediately.
  
• Initial assessment of complaints:
  After receipt, each complaint should be primarily measured in terms of standards such as severity, safety implication, complexity, impact, and the need and opportunity for immediate action. Complaints should be addressed promptly by their insistence. For example, important health and safety problems should be handled immediately.
  
• Investigation of complaints:
  Every sensible effort should be made to examine all the relevant situations and information surrounding a complaint. The level of examination should be appropriate to the significance, frequency of incidence, and severity of the complaint.
• responses to complaints:
  Following a suitable investigation, the organization should suggest a response, for example, correct the problem and avoid it from happening in the future. If the complaint cannot be immediately fixed, then it should be allocated within a manner intended to lead to its active determination as soon as possible.
  
• Communicating the decision:
  The decision or any action that was taken regarding the complaint, which is relevant to the complainant or the personnel involved should be communicated to them as soon as the decision or action is taken.
  
• Closing complaints:
  If the complainant receives the proposed decision or action, then the result of the action should be carried out and recorded. If the complainant discards the proposed decision or action, then the complaint should continue open. This should be recorded and the complainant should be knowledgeable of alternative forms of internal and external recourse available. The organization should remain to monitor the progress of the complaint until all sensible internal and external options of recourse are exhausted or the complainant is fulfilled.

Overview on ISO 10002 for Customer Satisfaction Certification

Companies always try to create the best product for their customers, in order to keep their products satisfied and regulars of brand. First Customers always try to communicate their complaints via various channels ranging from e-mails to social media postings, through online chats before buying any branded products. However complaints will always be a part of any product selling, possibly damaging the customer base.

What is ISO 10002?

The ISO 10002 is a complaints-handling process developed by the International Organization for Standardization (ISO) for Quality Management – Customer Satisfaction Certification. And which is available for organizations of all sizes and all sectors, the ISO 10002 certification supports organizations with their complaint management in order to keep customer satisfaction high and their product innovative.

As per the ISO 10002 standard, there requires to prepare ISO 10002 documents Also customer satisfaction is defined as a “customer’s perception of the degree to which the customer’s requirements have been fulfilled” while a customer complaint is an “expression of dissatisfaction made to an organization, related to its products, where a response or resolution is expected by implicitly or explicitly”.

How to implement the ISO 10002 in any organization?

Following are the implementation steps for ISO 10002:

• To fulfil ISO 10002 requirements with Self-assessment of compliance,
• preparation of a detailed Gap Analysis report,
• Preparation of applicable documents followed by ISO 10002:2018 standard.
• Provides ISO 10002 training to all levels of employees of organization.
• Contacting on certification body accredited by the ISO.
• Audit of the ISO 10002 procedures developed by organization.
• If you succeed with audit of the organization, the ISO 10002 certification will be issued and handled.
• If the success is not done, you will receive a list of improvement to do before trying again.

Above these implementation steps of ISO 10002 are valid for one year and can be renewed after a new audit. The International Organization for Standardization has published a few standards related to customer satisfaction related to ISO 10002 understanding the purpose of giving guidelines for managing customer satisfaction. It is very easy to assume that every single process that is in place to support the complaint handling system requires to be documented.

To fulfil the basic requirements for ISO 10002:2018 standard are the preparation of ISO 10002 documents for customer satisfaction certification. The most commonly used documents for ISO 10002 for implementation and one must require producing only these documents if you want ISO 10002 certification.

Following are the essential ISO 10002 documents for customer satisfaction certification:

• ISO 10002 Manual
• Mandatory Procedures
• Policy
• Exhibits
• Process Approaches
• Records
• ISO 10002:2018 Audit Checklist

Since 1995, The Documentationconsultancy.com is providing complete help regarding training, documentation as well as online consultancy. Our high-class and effective services assure that your company gets ISO 10002 certificate without any doubts. Establishing ISO 10002:2018 documents and the proper control of documents are essential in order to identify, manage and understand how successfully deal with customers’ complaints.

ISO 10002 Procedures Document Required for Complaint Handling System Certification

The ISO 10002:2018 is a complaints-handling process developed by the International Organization for Standardization (ISO). It is very easy to assume that every single process that is in place to support your complaint handling system needs to be documented.

ISO 10002 procedures documents are written particularization every method that your company must follow to satisfy the necessities of the ISO 10002:2018 standard. These are clearly written, simple to follow directions for your management, everyone, who works to follow within the day to day operation of your Quality Management System for customer satisfaction and guidelines for complaints handling in organization

The ISO 10002 procedures documents offered by Global Manager Group, are designed and developed as per Complaint Handling System standard and requirements of ISO 10002 Certification. The document set covers various type of ISO 10002 procedures. It very useful of implements quality management system and guide of process ISO 10002 certification, implementation and requirements.

List of Required ISO 10002 Procedures

The ISO 10002 procedures document contain 9 various mandatory procedures to help the organization to make the best complaint handling system and quick process improvements. All the ISO 10002 procedures required for quick ISO 10002 Certification are listed below:

1. Procedure for Documented Information
2. Procedure for Corrective Action
3. Procedure for Internal Audit
4. Procedure for Management Review
5. Procedure for Risk Management
6. Procedure for Training
7. Procedure for Making a Complaint
8. Procedure for Complaint Handling
9. Procedure for Complaint analysis & response