Customer dissatisfaction can damage businesses. Smart management will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaint handling system for their customers.

Complaint management is challenging as there is not always a concrete solution to the problem. Success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered. A new release of ISO 10002 for Quality Management: Customer Satisfaction - Guideline for Complaint Handling in Organisation is an excellent customer service certificate and acts as a 'true-to-life' manual designed expressly for this purpose. This standard helps organizations to identify, manage and understand how successfully they deal with their customers' complaints.

"A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected."

It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputation. In today's competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers' needs and protecting their brand. The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help address customer dissatisfaction.

Who is it relevant to?

ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they're in the private, public or voluntary sectors.


There are a number of benefits to implement and certify customer complaints management system:

·         Customer retention

By adopting the management system, organization's ability to retain the loyalty of customers will be enhanced.

·         Brand reputation

Implementing and certifying complaints management system demonstrates to stakeholders that organizations has real commitment to manage customer care issues and have processes in place to handle, analyse and review complaints.

·         Operational efficiency

Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improves organization's operations. 

·         Improved internal communication and relation

It helps to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.

·         Continual improvement

It provides a basis for continual review and analysis of complaints-handling process, the resolution of complaints and where improvements can be made.