These processes need to be designed and implemented in order to address and resolve customer complaints effectively and efficiently, and to create customer satisfaction. As long as an organization produces goods or services in line with customer expectations, it will not cause a complaint. But in the nature of the job, there is always the ability to satisfy the customer. For this reason, by the International Organization for Standardization (ISO) to ensure the establishment and development of longer and more productive relationships with existing customers, ISO 10002 Customer Complaint Management System standards are set.
To be able to implement these standards, a customer-oriented system that is open to feedback needs to be established. There may be positive statements about the goods or services produced within these feedbacks as well as complaints. The ISO 10002:2018 Customer Complaint Management System stipulates the fulfillment of the commitments of the top management to resolve each complaint submitted by customers and improve the service provided to customers.
In fact, the concept of customer satisfaction is directly related to the field of activity of the organization. In general terms, it is an indication of how the products or services offered to customers are met by the demands and expectations of the customers. The more negative this result Customer dissatisfaction will increase and customer dissatisfaction will cause complaints.