In today's harsh competition conditions, companies are making great efforts to establish superiority to each other. One of these efforts in the organization, ISO 10002 Customer Complaint Management Systemand get a document proving this situation.

With this system, organizations create difference for their customers, aim to go beyond customer expectations, attach importance to the opinions and suggestions of their customers and use these opinions and suggestions for their own development.

What is the basic principles of the Customer Complaint Management System? Let's focus on these generally accepted principles:

  • Being transparent

An organization should explain to its customers, employees and parties related to the field of activity who, in case of any complaint, by whom and how to resolve these complaints.

  • Being accessible

Processes on how to resolve complaints should be accessible to everyone. Customers should be able to easily obtain information about the resolution of their complaints. Complaints should be easy to understand and use.

  • Answer

Customers should be informed of the receipt of the complaint immediately. This information should be given as soon as possible according to the urgency of the complaint. At the same time, the progress of the complaint resolution process should be communicated to the customer.

  • Being objective

Regardless of the subject matter and severity of the complaint, it is necessary to act objectively, fairly and impartially against everyone in the process of resolving complaints.

  • No charge

No additional charges should be requested from the customer during the process of resolving the complaints.

  • Be secret

If the customer's personal information is required during the resolution of the complaint, this information should only be used for the purpose of resolving the complaint. If the customer does not want their personal information disclosed, they should not be disclosed.

  • Customer oriented approach

The organization should always be open to feedback and be customer-oriented in solutions. It should also demonstrate its commitment to resolving complaints in this direction.

  • Account

The organization should be able to account for and report any activities and decisions that are subject to complaints.

  • Constantly improve

Finally, as the basic principle of quality systems, the main objective of the organization should be to continuously improve complaints resolution processes and product quality.

For more information on the basic principles of the ISO 10002 Customer Complaint Management System, please contact the managers and employees of the TURCERT certification body.