ISO 10002 Certification
                     ISO 10002 
Certification
Customer Satisfaction – 
Customer Complaint 
Handling
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The ISO 10002 Quality Management – Customer 
Satisfaction- Guidelines for complaint handling 
standard, developed and published by the 
International Organization for Standardization (ISO), 
Why ISO provides guidelines that are necessary to manage 
. customer complaints more effectively and efficiently.
10002 Effective management of customer complaints will 
Certification? result in meeting customer expectations. Customer 
complaints is an opportunity to improve the 
business performance. The ISO 10002 certification 
will assist the organization to turn all the customer 
complaints into customer satisfaction.
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As the complaints will be fixed using the framework of 
the established management systems, the awareness 
among the employees within the organization 
Continue.. increases. The standard guide organization to 
understand and manage the extent to which 
organization is successfully dealing with the reported 
complaints.
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• Increased retention of customers
• High operational efficiency to recognize trends 
and roots of complaints
Benefits of • Improved internal communication and relations• Customer-focused approach result in resolving 
ISO 10002. complaints.
•
Certification Involve staff with improved customer service training opportunities
• Easy integration with other management systems
• Continual improvement on 
customer complaint handling
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• Application review
• Contract review and audit date announcement.
• Stage 1 Audit : Management systems review to 
ensure the readiness for certification
• Stage 2 Audit: SAB Certifications shall perform on-
Steps to site audit to verify the established system and its 
obtain ISO compliance with Standard and legal requirements..
10002 • Closure of Findings: The organization shall close all 
the findings derived from the audit process by 
Certification sharing the root cause and corrective action report.
• Issuance of Certificate and Certification Mark: SAB 
Certifications shall issue ISO 10002 certification and 
certification mark with relevant usage policy.
• Surveillance audits:  Surveillance audit shall be 6
performed by the SAB Certification as scheduled. 
The audit plan will be shared with client 30 days 
before the audit due date.
• We are one the leading independent certification 
provider to various industries globally. Our 
objective is to empower organization to classify 
Choosing SAB and mitigate risk involved in operations, and 
as your business processes. Partnering with SAB for your .
certification ISO 10002 certification and adding more 
assurance that the organization is prepared to 
partner handle effective road safety management 
systems.
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Systems Assessment 
Bureau
Website: 
https://www.sabcert.com/
Email: [email protected]
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