Certificato ISO 10002-2004

ISO 10002: 2004 Standard rating system customer satisfaction was published by the International organization for standardization (ISO), dated 06.07.2004 for organizations that want to change things, and who attach great importance to the opinions of their customers.

the Main rule of customer satisfaction — to see the eyes of the customer and implement all the processes with a customer orientation. Why do we want to keep the client satisfied? Because a satisfied customer will remain loyal. While a satisfied customer shares his satisfaction on average with 5 people, unhappy with the turn their displeasure on average 20 people. Can always be differences between the expectations of customer service and perception of service. Therefore, the responsibility for addressing this difference lies on the service provider.

to conform to ISO 10002: 2004, you first need to work on the management of feedback, and must be installed consistent with company policy objectives. Acceptance of customers ' claims, tracking claims, proof of claims, initial assessment of claims, must claims, response to claims, decision and closure of claims is a management system processes the following itape. Analysis and evaluation of claims and their consideration and review ensure continuous improvement of the management system.

the Main headings of ISO 10002

Introduction

Field.

Normative references

Terms and definitions

the Guidelines

the Structure of claims processing

Planning and development

the progress of the claims processing

Continuous improvement

the Basic principles Standart

Otkrytost

Dostupnost

Objectively

Izderzhki

Konfidentsialnosti

Customer-oriented approach

Reporting

Continuous improvement