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Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations

ISO 10002:2014 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.

ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

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

    enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
    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 and evaluating complaints in order to improve the product and customer service quality;
    auditing of the complaints-handling process;
    reviewing the effectiveness and efficiency of the complaints-handling process


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