For an organization, any feedback from customers is important, they may be new suggestions, a request, or a dissatisfaction or complaint. In fact, such feedback can also be an opportunity for the organization to improve itself. Among these feedback, customer complaints are of particular importance. It is very important that customer complaints are received, classified, analyzed, solutions are developed, improvement works are carried out in the areas of frequent complaints, and all these activities are carried out within a certain system.
Developed by the International Standards Organization ISO 10002 Customer Complaint Management Systemshows the standards of such a system.
When the importance of customer complaints was understood, it was considered to be carried out within a system and the first studies were initiated by Customer Relations Management (CRM) at the beginning of 1990 years. ISO 10002 standards was first published in 2004 and started to be implemented in 2006 in our country.
The standards of the Customer Complaint Management System define what needs to be done to create customer loyalty. Since customer expectations are a concept that varies from person to person, it is not easy to control customer complaint management. Therefore, a systematic approach is required.
Customer Complaint Management Systemand how and in which ways the customer complaints will be received, by whom and how these complaints will be evaluated in the company, when and how the complaints will be communicated with the customer, and by whom the arrangements to be made in order not to experience the same complaint again will be determined. . The business processes of all these studies will be extracted and documented.
Therefore, thanks to the Customer Complaint Management System customer complaintswill be analyzed systematically and consistently. At the same time, the organization will analyze the customer complaints and will have the opportunity to make corrective and preventive actions in the areas where the complaints are intensified. This will increase the productivity of the enterprise.
Meanwhile, ISO 10002 standards comply with ISO 9001 standards. Customer Complaint Management System can be installed and operated alone or it can be implemented as part of the Quality Management System.
For more information on what ISO 10002 Customer Complaint Management System is, how to install and operate it, you can contact the employees of TURCERT certification body.