Handling Customer Complaints

ISO 10012-A guidance document coming from ISO 9001:2015 for handling customer complaint.

It can guide a service and product organization to establish a world class procedure for handling customer complaint.

It also gives idea for FORMS for complainant; complaints follow up form, response, continual monitoring and how to audit this process.

Handling complaints and monitoring the handling procedure for complaints can be the difference between a satisfied customer and dissatisfied customers.

Some of the guiding principles for complaint handling advocated by this standard are:

  • Visibility,
  • Transparency
  • Confidentiality
  • Responsiveness
  • Customer focus
  • Confidentiality and
  • Accountability

Eurotech has an experiential training program for teams that are at the center stage of delivering customer service. For more information please  drop an e-mail at trg@eurotechworld.net. You can also give us a call at +91 9316744482.