When the definition of the complaint is made in ISO 10002 Customer Complaint Management System standards, it is called as the dissatisfaction statement in which the negative results that occur in the customer itself are conveyed in an explicit or implicit manner and a response or solution is expected regarding the products or services of an organization. Retaining the customer has become very important for organizations. Therefore, the expressions of dissatisfaction expressed directly or indirectly by the customers should be taken seriously, addressed and resolved. In this way, organizations that lose customers consistently lose reputation and prestige and have to endure great efforts and costs to restore their damaged reputation.

Successfully established and managed Customer Complaint Management Systemis an indispensable system for organizations in terms of managing customers' needs and protecting their brands. This system sets the standards for how customer complaints can be handled, identified, managed and resolved successfully.

The Customer Complaint Management System specifies the requirements for successfully managing customer complaints. It also helps the organization cope with customer dissatisfaction.

In general, the Customer Complaint Management System will provide the following benefits for the organization:

      The organization's potential to retain existing customers increases.

      Customers' sense of commitment to the company rises. Loyalty increases.

      The brand value of the organization increases. This applies both to customers and shareholders.

      It shows the organization's commitment to satisfying customers.

      Employees become more aware of customer complaints.

      It is revealed that the organization exhibits a customer-centered approach in solving problems.

      By analyzing customer complaints, it is faster to take corrective and preventive actions in the most repeated complaint issues.

      Eliminating the causes of complaints increases the organization's productivity and efficiency.

      Complaints are constantly monitored, making it easier to see areas where improvements can be made.

      Customer Complaint Management System standards can be easily integrated with Quality Management System thanks to its flexibility.

For more information on the benefits of the ISO 10002 Customer Complaint Management System and consultancy on setting up this system, you can contact the managers and employees of the TURCERT certification body.