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ISO 10002 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.
It is also intended for use by organizations of all sizes and in all sectors.
There are a number of benefits to implementing and certifying your customer complaints management system:
By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.
Implementing and certifying your complaints management system demonstrates to stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyze and review complaints.
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 improve your organization's operations.
It helps you to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.
The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization.
It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.
AEC will assist your organization in ISO awareness training, documentation, implementation, internal auditing and overall process optimization as per ISO 10002:2004 standard. AEC is a result oriented professional training and certification service providers, offering systematic approaches to improve quality and effectiveness of the system and enhance the productivity by offering systematic approaches. Our main objective is to help you and your organization improve profitability, through better utilization of all of your resources
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