iso 10002 complaint handling management system-凯发k8国际首页登录

customers will tell friends and colleagues about their experience because they are dissatisfied, affecting your goodwill, but you often have no idea about it. implementing a complaint handling process using iso 10002 can help you turn dissatisfied customers into satisfied customers, using the information they provide to improve the experience of future customers. in order to effectively manage complaints and improve customer satisfaction, iso 10002 is mandatory for any organization wishing to introduce a complaints handling management system. this standard specifies the pdca cycle during operation and specifies the planning, design, operation and improvement of complaint handling procedures. this standard proposes the principles, methods and implementation procedures for the correct handling of customer complaints. its purpose is to let customers know the way of complaints and the procedures and methods for the organization to resolve complaints by providing a complaint handling procedure that is highly transparent and conducive to the organization's self-improvement, so as to achieve results that benefit both the organization and the complainant.

when iso 10002 is implemented in an organization, customers can not only make complaints about their products or services, but also be informed about their situation throughout the process. in addition, customers know that the organization conducts a thorough analysis and investigation of their complaints and will respond within a set time frame. if the customer is still not completely satisfied with the response received, the organization provides other avenues for him/her to file a complaint until a satisfactory response is received. complaint management is not about reducing the volume of complaints, but about capturing the information they generate and turning it into an opportunity for improvement, showing that your organization cares about customer feedback and effectively receives, manages and resolves customer complaints.

the program is provided by aenor (www.aenor.cn).

aenor, the spanish association for standardization and certification, is an organization dedicated to the advancement of standardization and certification in all industries and services. as a global organization of inspection, testing and certification, through our certification, training, inspection and verification services held in different countries and regions, aenor has helped more than 80,000 companies and organizations around the world obtain aenor certificates. more than 106,000 products and services have been certified by aenor, carrying out more than 400 environmental verification activities and more than 6,000 inspection activities.

aenor serves customers worldwide and in various sectors. from medicine to chemicals, from electrical to industry, from consumer goods to manufacturing, from farm to food, from materials to construction, from service standards to service innovation, aenor uses the global network to provide testing, inspection, certification, auditing, conformity assessment and so on multi-dimensional professional quality assurance services, ensures that the capability and the competitiveness of the customers from all over the world get promoted, and ensures the products meeting the needs of the local community.

aenor is the only organization representing spain participating in the european union ce directive regulation formulation and technical assessment, and is also one of the earlier organizations engaged in ce certification (announcement no. 0099). at present, aenor has issued as many as 21500 valid certificates of management system, covering enterprises and organizations in the fields of quality, environment, r&d and inspection, occupational health and safety, energy efficiency, social responsibility and risk management.