ISO 10002:2018
Customer Complaints Management
Smart complaints... quick solutions... happy customers
Guideline
ISO 10002:2018
Smart complaints... quick solutions... happy customers
Similar standards
Standard definition
ISO 10002:2018 is your smart system for turning complaints into golden improvement opportunities, transforming every complaint into a trust bridge with your customers, and ensuring quick and fair resolution of all problems, enhancing customer loyalty and improving your reputation.
Why it matters
Because 96% of dissatisfied customers don't complain but leave the company silently, and 91% of them will never return. System implementation achieves: 70% improvement in customer satisfaction, 85% increase in customer retention, converting 70% of complaints into improvement opportunities, enhanced reputation and trust.
Benefits
- 70% improvement in customer satisfaction
- 85% increase in customer retention
- converting 70% of complaints into improvement opportunities
- enhanced reputation and trust
- reduced operational costs
- increased revenue from existing customers
- improved product and service quality
Applicable organizations
- Essential for all organizations dealing with customers: trade and service companies
- banks and financial institutions
- telecommunications companies
- hospitals and clinics
- insurance companies
- educational institutions
- hotels and restaurants
- government entities.
Application scope
- The system covers all aspects of complaints management: receiving and recording complaints
- classifying and analyzing complaints
- investigation and quick resolution
- customer communication
- satisfaction follow-up
- analysis and continuous improvement
- training and development
- performance measurement.
Assdaf methodology
- At Assdaf
- we believe that every complaint is a precious gift from the customer that helps us improve. Our methodology includes: designing easy and flexible complaints system
- training teams on positive handling
- developing quick resolution procedures
- building smart database
- measuring and analyzing trends.
Certification benefits
- Assdaf your partner in turning challenges into opportunities and complaints into smiles. We help you build strong lifelong relationships with your customers. Happy customers
- distinguished reputation
- sustainable growth.
Start Your Implementation Journey with Assdaf
We can support you with assessment, qualification, training, and certification readiness.
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