For all kinds of organizations, customer satisfaction, customer satisfaction and the healthy conduct of customer relations have become more and more important. In today's relentless competition environment, no organization has the luxury of losing customers. On the one hand, to keep existing customers on the other hand to establish long-term relationships with newly acquired customers and to develop these relationships, is the goal of each organization.

The Yellow Star Customer Satisfaction Management System is designed to provide TÜRCERT Technical Control and Certification Inc. to achieve this goal. is a fully developed name and logo, but based on TS ISO 10002 Customer Satisfaction Management System criteria and standards.

benefits

The Yellow Star Customer Satisfaction Management System has numerous benefits for organizations:

  • Organizations show that they care about customers with this system
  • How to respond, evaluate and resolve customer complaints is systematically determined
  • Customer problems are handled quickly and fairly
  • In this way, an advantage over competitors
  • Excellent customer relationship management
  • Opportunity to turn customer complaints into opportunities

coverage

The scope of the Yellow Star Customer Satisfaction Management System can be explained as follows:

  • Guiding principles (visibility, accessibility, responsiveness, objectivity, fees, confidentiality, customer-oriented approach, accountability, continuous improvement)
  • Complaints handling framework
  • Planning and design (objectives, activities and resources)
  • Running the complaints handling process (communication, receiving the complaint, following up, reporting the receipt of the complaint, species evaluation, researching, responding, reporting the decision, closing the complaint)
  • Continuation or improvement (collection of information, handling and evaluation of complaints, satisfaction with the process, process monitoring, process control, continuous improvement)

Who can get it?

The Yellow Star Customer Satisfaction Management System standard does not only target tourism organizations. All organizations operating in the public or private sector may establish and obtain this certificate.

How to get a document?

Organizations that establish Yellow Star Customer Satisfaction Management System standard in their enterprises and manage this system for a certain period of time can apply to TÜRCERT certification institution and get a price quote. Depending on the size of the enterprise, the number of employees and the scope of the activity, TURCERT first conducts a price study and presents it to the relevant organization.

If an agreement is reached on the price, the relevant institution shall fill in the Application Form and submit the Customer Satisfaction Management System documents to TÜRCERT.

After that, the audit works are started. The auditors visit the relevant organization and monitor whether the activities are carried out in accordance with the criteria of the system. If the audit results are positive, the reports to be prepared by the auditors are reviewed by the relevant committee at the TÜRCERT certification body.

If the auditor reports are approved, a Certification Agreement is made with the relevant organization and the Yellow Star Customer Satisfaction Management System Certificate is prepared and delivered to the firm. The validity period of the contract and the document is three years. However, once a year, surveillance audits are conducted and the relevant institution is monitored.

Before the validity period of the certificate expires, the relevant institution must apply again and request the renewal of the certificate.