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Certified complaint management

Objectives

Complaints are constructive. Customers need to be given special attention when the going gets tough. “Certified complaint management” helps you use customer complaints to continuously improve the service you provide.

Assure quality even after the purchase

DIN ISO 10002:2005 is a set of complaint management guidelines created on the basis of practical experience that can help you establish a well-structured complaint management system. It covers initial customer contact with the customer, escalation, and the systematic avoidance of complaints. It is an excellent way of encouraging customers who are looking to go elsewhere to stay loyal to your company.

An overview of the inspection criteria

The certification process looks into the following:

• How is complaint processing regulated and documented?
• How do internal communication processes work?
• How are complaints received?
• How are they followed up and verified?
• How are the reasons identified, assessed, and handled?
• How are customers and employees informed?

Standort

Germany
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