The cost to an organization of acquiring a new customer is at least four times the cost of retaining an existing customer. Organizations with frequent churn will struggle to repair their damaged reputations.
In today's competitive environment, acceptable levels of performance are constantly changing as products and services continue to innovate. A good complaint management system is a key requirement for successful businesses to manage customer needs and implement brand protection.
The Customer Satisfaction Standard ISO 10002:2004 is a guiding standard for implementing a complaints management system that helps businesses identify, manage and understand their effectiveness in handling customer complaints.
The standard sets out key requirements for the successful handling of customer complaints and complaints management controls to help you deal with customer dissatisfaction with your company.
The ISO 10002 standard addresses any organization wishing to exceed customer expectations and improve customer satisfaction, a fundamental requirement for businesses of all types and sizes, whether in the private, public or voluntary sector.
Implementing and certifying a customer complaint management system has many benefits:
We can provide a customized service package for your company, and you can combine any of the products and services we provide according to the actual situation of your company, which can reduce the complexity of the implementation process and save unnecessary expenses. Do you have the expertise to help us refine existing standards, comment on draft standards, or even become a standards writer for BSI? There are many ways to get involved. Connect more than dozens of channels at home and abroad, and improve the convenience of low-risk social customer complaint channels such as official website Web, H5, client App, WeChat, applet, Weibo, facebook, line, whatsapp, etc., let customers all over the world. It is easier to express your dissatisfaction and feedback your opinions,
so that customers always feel that you are by his side, thereby reducing the B/L rate of traditional high-risk customer complaint channels such as industry associations and the China Banking and Insurance Regulatory Commission. Customize the trigger logic to realize real-time reminders for various scenarios in the complaint process, including pushing customer complaint progress, reminding business flow personnel to handle, notifying responsible personnel for cooperation, and attracting the attention of leaders and other scenarios. Support the exclusive process of complaint management in the financial and insurance industry - the approval process of the Consumer Council, and realize the deliberation and decision of the management personnel of the Consumer Council on the resolution of major complaint cases. Support the upward reconsideration process when customers are dissatisfied with the solution, giving customers more choices and respect. For food and manufacturing, it supports custom RMA process, and realizes the return and exchange process that is in line with the personalized scene of the enterprise and is very customer-friendly. Today, a customer complaint was also handled and closed. It is about the problem that several products shipped by our company did not show the product function failure in the client test station, so they also got off work a little later than usual.
For people like me who do product quality work in a manufacturing company, it is common practice to deal with customer complaints. The number of customer complaints and the effect of handling them can also be said to be a performance indicator of personal work, that is, one of the KPI evaluations.
Literally, "customer complaints" is really not a compliment. For employees and companies associated with complaints, it is often not a good thing. Because every time a complaint is made, the hard work we have paid for it is self-evident. Complaints one by one are like a fire. The firefighters are busy, burning their clothes, scratching their hands and feet, and their faces are black with smoke. These are all normal encounters.
However, customer complaints do have a very positive and unexpected effect on the object being complained about. It is inconceivable that a company without complaints is like a person who never gets sick. It is not normal. Let me talk about the benefits of customer complaints in combination with the actual situation.
The first advantage is that customer complaints can keep the company in a high sense of urgency, and always pay close attention to the product quality and service quality of the company in a humble and cautious state.
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