Maintaining a high level of customer satisfaction is a significant challenge for many organizations. Research shows that customers remain loyal to businesses that understand their needs, value them as individuals and deliver on promises. These standards and publications will assist you in improving and evaluating your organization’s customer service.
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.
