Overview
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Olec KOVALEVSKY: Consultant-trainer, manager of AVANTAGE QUALITÉ since 1997 - Consulting and training in organization, process approach and quality for companies in the private and public sectors, specializing in VSEs – SMEs - ISO 9001, MASE, ISO 14001 certification support - ISO 9001 quality system audits - ICA/AFNOR qualified auditor
INTRODUCTION
You need to define the procedures for handling complaints, or improve their efficiency. Customer complaints, beyond the failings they may reveal, are also opportunities for the company to win back customers and build loyalty. This is a matter of particular importance.
Like the handling of non-conformities, the handling of complaints is a process in its own right that needs to be defined and deployed methodically.
Implementing and mastering this process enables you to create lasting relationships with your customers, build loyalty, and contribute to the continuous improvement of your company's performance.
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Reference standards
ISO 9000:2015 – Quality management systems – Essential principles and vocabulary
ISO 9001:2015 – Quality management systems – Requirements
ISO 10002:2018 – Quality management – Customer satisfaction – Guidelines for handling complaints in organizations
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