ISO 10002 Complaint Management System

ISO 10002:2014 addresses the following aspects of complaints handling:

  • Enhancing customer satisfaction by open feedback (including complaints), resolving any complaints received
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • Recognizing and addressing the needs and expectations of complainants;
  • Providing complainants with an open, effective and easy-to-use complaints process;
  • Analysing complaints in order to improve the product and customer service quality;

  • ISO 100002 Benefit

  • Enhance the corporate image
  • Demonstrate that the corporate concern
  • Demonstrate that the complaint handling is up to and above the market benchmark
  • Improve employee awareness and alertness on customer handling skills

  • What is it for ?

  • Improvement of handling compliant efficiency
  • Enhancement of customer satisfaction
  • Especially for Property Management, Chain Store and...,