WHAT IS ISO 10002:2018:
ISO 10002 is guideline for customer complaint handling in organizations.
Customer Complaint steps and process
1- Receiving of complaint:
Upon reporting of the initial complaint, the complaint should be recorded with supporting information and a unique identifier code. The record of the initial complaint should identify the remedy sought by the complainant and any other information necessary for the effective handling of the complaint.
2- Tracking of complaints
The complaint should be tracked from initial receipt through the entire process until the complain
satisfied or the final decision is made. An up-to-date status should be made available upon request and at regular intervals, at least at the time of pre-set deadlines. The complainants should be treated courteously and be kept informed of the progress of their complaint through the complaint handling process.
3- Acknowledgement of complaints
Receipt of each complaint should be acknowledged to the complainant immediately (e.g. through
phone or email).
4-Initial assessment of complaints
After receipt, each complaint should be initially assessed in terms of criteria, such as severity, implication, complexity, impact, and the need and possibility of immediate action. Complaints should addressed promptly in accordance with their urgency. For example, significant health and safety should be processed immediately.
5-Investigation of complaints
Every reasonable effort should be made to investigate all the relevant circumstances and inform surrounding a complaint. The level of investigation should be commensurate with the serious frequency of occurrence and severity of the complaint.
6- Response to complaints
Following an appropriate investigation, the organization should offer a response such as correct the problem and prevent it happening in the future.
7-Communicating the decision
The decision or any action taken regarding the complaint, which is relevant to the complainant or personnel involved, should be communicated to them as soon as the decision or action is taken.
BENEFITS OF ISO 10002:2018 IMPELEMENTATION AND CERTIFICATION
ISO 10002 certification is performed by independent competent auditors and experts , who have necessary experience and training in the scope of conducting audits for compliance with the requirements of ISO 10000 standard series and specifically on ISO 10002 , as well as competence in the field of activity of an organization being audited.
In case of successful completion of the certification procedure, a client receives a Certificate of Conformity, an official document, confirming that Organization’s customer complaint evaluation system meets the requirements provided by the ISO 10002 standard.
Training at ACS
ACS uses accelerated learning techniques to make sure you fully understand all certificates. We put your learning into context with a diverse offering of classroom teaching, workshops, interactive and online sessions.
There are not any courses for this certificate in our current calendar.you can , however contact us to check any updated and possibilities for the course
ACS USA is a United States based company located in Florida, offering ISO certification and approval services. We also provide various in-house and online training courses. We have a nationwide network of lead auditors and tutors who are experts in training and auditing organizations of all shapes and sizes.
ACS USA is a United States based company located in Florida, offering a variety of certification services including ISO and Cyber Essentials. We also offer e-learning and tutor-lead training courses ranging from ISO Lead Auditor training to cybersecurity and GDPR essentials. We have a nationwide network of ISO auditors who are experts in auditing organisations of all shapes and sizes.