Customer complaints can lead to a poor business reputation if they are not handled properly. Equally, organizations can gain valuable insight and determine the root causes of problems if they have an effective system of recording and analysing complaints in place. These standards and publications will assist you in implementing such a process, as well as offering guidance on areas such as improving customer loyalty.
BS ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints handling process described is suitable for use as one of the processes of an overall quality management system.
This International Standard is intended for use by organizations of all sizes and in all sectors. It is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
