At the core of all quality systems is to create customer satisfaction, meet customer expectations, and even provide services beyond the expectations of customers. From this perspective ISO 10002 Customer Satisfaction Management SystemIn all sectors, it concerns all organizations. It is not important that the firm is a private sector or public company.
The results of researches on customer satisfaction reveal the importance of this system. According to a study, if a customer receiving a good or service is satisfied, he is transferring his satisfaction to an average of five people. However, he was dissatisfied with the goods or services he received. The 98 of the customers who are not satisfied, generally silent and alternative ways, while the 2 is complaining about their dissatisfaction.
In today's market conditions where competition is so difficult, no one can tolerate even a customer to lose. We need to listen to the customers. With this method, firms become more successful and learn a lot from the people they serve. They offer their customers quality, reliability and service conditions that their competitors cannot reach.
The basis of the Customer Satisfaction Management System is honesty for both companies and customers. In order to achieve this, the principles of the system are set out as follows:
- Clearance: the system should be well explained, the points required in the system should be accessible and the system should be understood by those concerned.
- Neutral: the firm must not be pre-sentenced for the customer, nor for the employee, and the party should not exhibit behavior.
- Full: the system must be designed to obtain and validate all necessary information.
- Equal: when there are any problems, people with equal status should be treated in the same way.
- Responsive: sensitive to personal differences and needs.
Customer Satisfaction Management System in most organizations Customer Complaints Management System is defined as. For this system to be healthy, senior management should allocate the necessary resources. These resources can be financing, labor, materials, computer hardware and software, training, work space, communication equipment and the like. When identifying these resources, the number of complaints and complexity situations, targeted periods, seasonal fluctuations, third party controls, and hidden customer spending should be considered.
Customer satisfaction and evaluation of customer complaints, TURCERT certification bodyis also a matter of importance and also provides consultancy and training services as well as certification studies. The TURCERT certification body Customer happiness can be grouped as follows:
- TS ISO 10002 Customer Satisfaction Management System Basic Training
- TS ISO 10002 Customer Satisfaction Management System Internal Audit Training
- TS ISO 10002 Customer Satisfaction Management System Documentation Training
TS ISO 10002 Customer Satisfaction Management System Basic TrainingIn order to increase customer satisfaction in their enterprises and to establish Customer Satisfaction Management System in order to evaluate customer complaints, the companies are provided with the purpose of explaining the standards required for the establishment and continuous survival of the system. This training program covers the TSE certification procedure, ISO 10002 standards and principles, the method of handling complaints and similar issues.
The organizations that establish and manage the ISO 10002 Customer Satisfaction Management System in their businesses have internal auditors in their staff to perform an audit to determine whether the system is in compliance with the requirements of the system; The internal audit staff shall check whether the requirements of the standard, the planned regulations and the Customer Satisfaction and Quality Management System conditions established by the organization have been complied with and whether the system is used effectively or not. For the purpose of cultivating these elements TS ISO 10002 Customer Satisfaction Management System Internal Audit Training It is organized. This training program includes an overview of ISO management system, introduction of ISO 10002 standard, definitions and concepts of internal audits, review principles, audit program, inspection activities, review of documents, field studies, preparation of audit report, planning of non-conformities and corrective actions and so on. .
TS ISO 10002 Customer Satisfaction Management System Documentation Training, Customer Satisfaction Policy and Customer Satisfaction Goals, Customer Satisfaction Handbook prepared during the establishment of the system, process documents required by the standard, are given in order to explain how to prepare the other documents that the company will need to ensure the implementation and control of the processes. This training program includes the preparation of the Customer Satisfaction Management System document structure, Customer Satisfaction Handbook, processes, application instructions, forms, charts and similar documents.