ISO 10002:2018 is an international standard that provides guidelines for businesses to build an effective customer care system, especially how to receive, process, and evaluate when problems arise. complaints from customers. In order to resolve complaints in the most efficient and fastest way, contributing to a perfect customer experience.
This standard deals with the following aspects of complaints handling:
1. Improve customer satisfaction by creating a customer-oriented approach with an open mechanism for feedback (including complaints), resolving any complaints received, and building capacity organization in improving products/services, including customer service.
2. The process of participation and commitment of top management through the allocation and deployment of resources (including human resource training).
3. Identify and address the needs and desires of the complainant.
4. Provide an open, easy-to-use complaints process for customers.
5. Analyze and evaluate complaints to improve product and service quality (including customer service).
6. Evaluate and check the complaint handling process.
7. Review the effectiveness and efficiency of the complaints handling process.
This International Standard is not applicable to the resolution of disputes outside the organization or to employment-related disputes.
According to the plan, Viettel Construction will organize large-scale training for business personnel, and at the same time focus on digitalization by building and upgrading software according to ISO 10002:2018 standard after being officially applied. awake.