ISO 10002 Customer Satisfaction Management Systems 

 ISO 10002 Customer Complaints Management; Published in 2004 by ISO (International Organization for Standardization), ISO 10002 Standard, with the purpose of ensuring the customer satisfaction and its perpetuation, guide the management of the customer complaints in a systematic way. It is possible for this standard to be applied both alone in a company and as a part of ISO 9001 system. ISO 10002 standard; when a customer complaint is received, it guides how the system should be managed and the companies which aim to provide services to customers beyond their expectations, finds the ways of turning complaint resulted dissatisfaction into satisfaction. This standard enables gaining a new perspective on customer complaints and by this means; it also enables gaining new experiences on increasing the customer satisfaction.

Benefits of ISO 10002;

• It enables us to think each customer complaint as an opportunity for not repeating the same mistake again.

• It teaches us the complaining customer is more valuable than the uncomplaining ones.

• It teaches us the importance of positive impression on customer in consequence of the effective resolution of the complaint.

• It enables us to determine the fields that are open to improvement by taking lessons from the complaint