ISO 10002:2018

ISO 10002:2018

Today, the expansion of global trade and the increase in similar organizations have caused competition conditions to become even tougher. This situation has made the concept of customer, which is the most important reason for the existence of organizations, even more important. Organizations no longer have the luxury of remaining indifferent to our customers' expectations and complaints. Customer expectations vary from person to person, making it difficult to control this situation and requiring a systematic approach. Trying to meet customer expectations with traditional methods is no longer sufficient today. Due to increasing customer expectations and decreasing market share, organizations have begun to have difficulty in creating and managing customer satisfaction processes.
Studies on the systematic handling of customer complaints began in the world with CRM (Customer Relations Management) studies in the early 1990s. In 2004, ISO (International Standardization of Organization) published the ISO 10002 standard in 2004 and it came into force in our country as TS ISO 10002:2006 in 2006.

WHY TS ISO 10002?

It costs at least four times more for an organization to retain an existing customer than to acquire a new one. It takes great effort and cost for organizations that lose customers to compensate for these losses and regain their reputation. In order to avoid being exposed to these situations, we need to manage our system with a preventive approach, which is the common approach of every management system.

For this reason ISO 10002;

• It guides organizations on how to behave in situations where customer complaints are encountered.
• Provides guidance to organizations on whether simply saying “sorry” after an incident with a customer is enough or whether we need to plan greater action to compensate, including paying compensation.
• Ensures that problems with customers are handled in the most fair way.
• It ensures that lessons are learned from complaints and areas that are open to improvement are identified.