5. Frequently asked questions
Should all customer complaints be taken into account?
Yes, all complaints must be taken into account. But taking a claim into account doesn't mean you agree with it. You must then come back to each claimant to give them the definitive answer to their complaint, whether positive or negative.
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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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