ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behavior. Such promises and related provisions are aimed at enhanced customer satisfaction.
ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses
Customer dissatisfaction can damage a business. So, smart management will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaint handing system for their customers. Complaint management is challenging, as there is not always a concrete solution to the problem. Success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered.
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