ISO 10002:2014 Consultancy
Customer complaints Guidelines

Consultancy 10002:2014

ISO 10002:2014 provides guidelines for organizations on how to effectively manage customer complaints handling processes. Implementing ISO 10002 in a consultancy like Hebron Management Consultancy involves establishing processes and procedures to ensure that customer complaints are handled efficiently, effectively, and consistently. Here’s a general outline of how Hebron Management Consultancy can implement ISO 10002:

1 Leadership and Commitment

Top management at Hebron Management Consultancy should endorse and support the implementation of ISO 10002, emphasizing the importance of effective customer complaints handling in achieving organizational goals.

2 Scope Definition

Determine the scope of the customer complaints handling process within Hebron Management Consultancy, including the types of complaints covered and the organizational units responsible for handling them.

3 Understanding Customer Needs and Expectations

Identify the needs and expectations of customers regarding the complaints handling process. This may involve collecting feedback, conducting surveys, and analyzing customer complaints data.

4 Establish Customer Complaints Policy

Develop a customer complaints policy that reflects Hebron's commitment to addressing customer complaints promptly, fairly, and effectively.

5 Complaints Handling Process Design

Develop processes and procedures for receiving, recording, investigating, and resolving customer complaints. Define roles, responsibilities, and escalation procedures to ensure complaints are handled efficiently.

6 Training and Awareness

Provide training to employees involved in the complaints handling process to ensure they understand their roles and responsibilities. Raise awareness of the importance of customer complaints handling across the organization.

7 Customer Communication

Establish communication channels for customers to submit complaints easily and provide feedback on the complaints handling process. Keep customers informed about the status of their complaints and any actions taken to address them.

8 Complaint Resolution and Follow-up

Ensure complaints are investigated promptly and resolved in a timely manner. Follow up with customers to confirm satisfaction with the resolution and take corrective actions if necessary.

9 Documentation and Record Keeping

Maintain records of customer complaints, including details of the complaint, investigation findings, actions taken, and resolution outcomes. Keep records confidential and secure.

10 Monitoring and Measurement

Monitor the performance of the complaints handling process by tracking key performance indicators (KPIs) such as complaint resolution time, customer satisfaction ratings, and complaint recurrence rates.

11 Continuous Improvement

Continuously review and improve the complaints handling process based on feedback, performance data, and changes in customer needs and expectations.

12 Compliance and Certification

Ensure compliance with ISO 10002 requirements and any applicable regulatory requirements related to customer complaints handling. Consider seeking certification from an accredited certification body to demonstrate conformity to the standard.

By implementing ISO 10002:2014, Hebron Management Consultancy can improve customer satisfaction, enhance customer loyalty, and strengthen its reputation for providing high-quality consultancy services.