Quality

ISO 10002 (Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations)

Overview

The International Standard ISO 10002 supports organizations in designing the process of complaints handling relating to the products and services provided by an organization. This Standard is aimed at creating confidence and increasing customer retention by helping to correctly handle complaints and seizing the resulting opportunities for learning.

Motivation and benefits

Compliance with the “Guidelines for complaints handling in organizations” as they are described in ISO 10002 is based upon the fact that complainants are given an open and transparent access to a process of complaints handling. Use of the Guidelines supports the organizations in

  • addressing these problems and being capable of processing complaints to the complainants’ and the organization’s satisfaction in a manner that is consistent, systematic and contributes to problem resolution;
  • identifying trends so that the root causes of complaints can be eliminated and the organization’s business operations can be improved;
  • clarifying complaints in a customer focused manner and in working at the organization’s failure and nonconformity culture;
  • guaranteeing continual further development of claim management
Content

The Standard is broken down into the following topics:

  • guidelines for claim management;
  • organizational prerequisites and framework;
  • planning and building up effective claim management;
  • implementation;
  • reviewing and improving

Request for Quotation

We are pleased that you are interested in our services. We gladly provide you with a free and non-binding quotation and therefore kindly ask you for the following information:

Contact details

Note that fields marked with an asterisk (*) have to be filled out!

You need further information?

Save up to

-50%

Save money!

The qualityaustria bonus system includes bonuses for system and product certification and is being updated every year. We are happy to provide you with more detailed information regarding your possible savings – please do not hesitate to contact us directly for a personal offer.

Our experts

Impartial. Competent. Trustworthy.

Team

Ms. Dr. Anni Koubek

Executive Vice President Innovation, Business Development Certification Quality

Network partner

Mr. Michael Lucyshyn

Network partner, Product Management Six Sigma and Statistics

Network partner

Mr. Johann Russegger, MBA

Network partner, Product Expert Trainings Integrated Management System, Quality

+43 732 34 23 22