4 Popular Myths Busted About ISO 10002: 2018

What is ISO 10002?ISO 10002 is a widely recognised Quality Management System that belongs to the family of ISO international standard for customer complaint management. It provides guidelines to organisations for a Quality Management System (QMS) to help them deal with customer complaints effectively. The ISO 10002 family of standards includes:

• ISO 10001: Quality Management - Customer Satisfaction - Guidelines for Codes of Conduct for Organisations• ISO 10002: Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organisations• ISO 10003: Quality Management - Customer Satisfaction - Guidelines for Dispute Resolution External to Organisations• ISO 10004: Quality Management - Customer Satisfaction - Guidelines for Monitoring and Measuring Customer Satisfaction• ISO 10005: Quality Management - Customer Satisfaction - Guidelines for Business-to-Consumer Electronic Commerce Transactions

Benefits of ISO 10002 CertificationOrganisations can reap the benefits of ISO 10002 standard by implementing it without undergoing the certification process. However, accredited ISO 10002 certification from an ISO certification company offers its own benefits such as:

• Strong Brand Image: Negligence or delay in dealing with customer complaints can lead to tarnishing of the brand image. A QMS adhering to ISO 10002 guidelines can help an organisation create a process to handle customer complaints so that employees know what to do in different scenarios to keep the customers happy and address their complaints effectively.
• Happy Customers: Customers feel valued when an organisation handles customer complaints responsibly and takes customer feedback seriously. These customers are more likely to do business with the organisation in the future since they have an overall positive experience with the organisation even if they had a skewed experience with the product or service.
• Increased Credibility: ISO 10002 is an internationally recognised standard that provides guidelines for designing strong customer complaint handling processes. It gives you a competitive advantage in the market and builds credibility since it shows that you value your customers.

Common Myths About 10002 Busted

Myth #1: ISO 10002 is Industry Specific.Reality: Many people believe that ISO 10002 certification is industry specific. However, the reality is that the guidelines for complaints handling are equally applicable to all industries.

Myth #2: ISO Issues the Certification.Reality: Since the certification is called ISO 10002 certification, many people believe that it is issued by ISO. However, the reality is that certification is issued after audit by third-party certifying bodies.

Myth #3: The Certification has Lifetime Validity.Reality: ISO 10002 and other certifications are valid for up to three years. If you want to retain the certification then you need to avail ISO 10002: 2014 certification services again. The certifying body will audit your organisation and issue the certification again for a specified time period.

ISO 10002 Certification Company in India

Companies should keep in mind that it costs five times as much to get a new customer vs. retaining an existing one. An efficient process to handle customer complaints is important for customer satisfaction as well as the growth of an organisation since bad customer experience not only makes a customer stop doing business an organisation but also ruin the brand image in the market. It is important for organisations to have a good process in place for handling customer complaints.

We, at Globus Certification Pvt Ltd, can help you create a Quality Management System (QMS) to handle customer complaints about products or services tailored to your organisation, audit to ensure compliance with the ISO 10002: 2014 standard and issue a compliance certificate.

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