Becoming popular of global trading and increasing competition augment the value of customers. Customer needs , expectations and complaint must consider as first priority. It is nessesary to study these metters systematically because custumers might have different needs based on their possible different expectations.
Managing of custumer complaint in a systematic way has started in 1990's with CRM. ISO 10002 standars have published in 2004 and applied in our country in 2016. System of ISO 10002
- Give ideas about how should companies behave when they come across with custumer complaints.
- Asist the companies when they face a problem with clients. According the problem , the result could be only say sorry or investigate it deeply . It helps to figure out this dilemma.
It provides to deal with custumers problems fairly. It helps to diagnose possible points which open to improvments with taking lesson from mistakes.
We applied this certifcation at 2015 and obtained on 31 December 2015 .From this day foward , we have been going on our studies based on the Iso 10002 rules.