This International Standard provides guidance for the design and achievement of an efficient and capable complaints-handling procedure for all types of commercial or non-commercial activities, including those connected to electronic commerce. It is intended to benefit an organization and its clients, complainants and other interested parties.
You can turn unhappy clients into positive business opportunities with efficient complaints management. Fulfilled clients are your best ambassadors. An unhappy customer will tell friends and colleagues about their experiences, harmful your status and often you know nothing about it. Implementing a complaints handling procedure using ISO 10002 will help you turn unhappy clients into satisfied ones and use their input to progress the experience of future customers.
This International Standard addresses the following aspects of complaints handling: