There are a number of benefits to implement and certify customer complaints management system:
• Customer retention
By adopting the management system, organization's ability to retain the loyalty of customers will be enhanced.
• Brand reputation
Implementing and certifying complaints management system demonstrates to stakeholders that organizations has real commitment to manage customer care issues and have processes in place to handle, analyse and review complaints.
• Operational efficiency
Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improves organization's operations.
• Improved internal communication and relation
It helps to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.
• Continual improvement
It provides a basis for continual review and analysis of complaints-handling process, the resolution of complaints and where improvements can be made.
Oxford Cert Universal Services
• Internal Approval - Oxford Cert Universaloffer assessment and Internal Approval against ISO 10002.
• Internal AuditAssessments - Oxford Cert Universaloffer gap analysis, preliminary assessments to prepare you for certification.
• Training -Oxford Cert Universaloffer training which will prepare you and your staff before and after the certification process.
A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
About ISO 10002:2004
The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers' complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.
ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.
An effective complaints management strategy will boost a culture of continual improvement. Organizations are recognizing that efficient capturing of customer feedback and complaints management can provide valuable learning opportunities for almost every part of the organization.