ISO COMPLAINTS
August 1st, 2004
BY KEITH NUTHALLTHE INTERNATIONAL Organisation for Standardisation (ISO) has issued a standard, advising managers on how to deal with dissatisfied customers. Global standard ISO 10002 has been designed to enable companies and public services benefit from complaints, while ensuring customers are left as happy as possible. The idea, said an ISO note, is that an "organisation will benefit from the focus on problem areas pointing to opportunities for improvements and savings", while customers "benefit from responsive treatment of his or her complaint". The standard ...
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