Customer satisfaction is old fashion, You have toi try for delighting your customers, effectively and you’ll have more chance of meeting their expectations as well especially when you understand the importance of customer satisfaction and view complaints as an opportunity to improve your organization performances, especially when you would like to remain successful.

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard of measures to improve customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide. ISO 10002, gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

• Achieve operational efficiency to identify trends and causes of complaints
• Resolve more complaints by adopting a more customer-focused approach
• Engage staff with new customer service training opportunities
• Integrate ISO 10002 with ISO 9001 to improve overall efficiency
• Monitor and continually improve your complaints handling process.

We make the certification process simple. After you apply we appoint a client manager who will guide you and your business through the following steps.

1. ISC Gap analysis 
   This is an optional service where ISC take a closer look at your existing complaints management system and compare it with ISO 10002 requirements. This helps identify areas that need more work before we carry out a formal assessment, saving you time and money.
2. ISC Formal assessment 
   This happens in two stages. First we review your organization’s preparedness for assessment by checking if the necessary ISO 10002 procedures and controls have been developed. ISC will share the details of our findings with you so that if we find holes, you can close them. If all the requirements are in place, we will then assess the implementation of the procedures and controls within your organization to make sure that they are working effectively as required for certification.
3. ISC Certification 
   When you have passed the formal assessment you will receive an ISO 10002 certificate, which is valid for three years. Your client manager will stay in touch during this time, visiting you regularly to make sure your system doesn’t just remain compliant, but that it continually improves.