What is it?


  • ISO 10002 is a guidleine to place an internal customer complaint management system with an aim of enhancing higher customer satisfaction


Who is it for?


  • Any Organization, primarily dealing with consumer products/ services


What will you get?


  • Achieve operational efficiency to identify trends and causes of complaints
  • Resolve more complaints by adopting a more customer-focused approach
  • Engage staff with new customer service training opportunities
    Integrate ISO 10002 with ISO 9001 to improve overall efficiency
    Monitor and continually improve your complaints handling process.


How to Achieve it?


  •  Engage PMG
  •  Diagnostic Assessment of current practices w.r.t. ISO 10002 requirements
  •  Form a cross-functional team (CFT) for ISO implementation
  •  Awareness Training of CFT
  •  Engage CFT into documentation
  •  Simultaneous Implementation
  •  Data Collection
  •  Analysis of Data
  •  Draw Improvement Action Plans
  •  Internal Capacity Building of people & processes
  •  Internal Auditor Training
  •  Internal Auditing
  •  Review of performance, ISO 10002 implementation by management
  •  Invite Certification Body for ISO 10002 Certification


Why Choose PMG?


  •  Multi-location presence
  •  Sharing of best practices in the industry
  •  Strategise for effectiveness
  •  On Time completion of assignments
  •  You engage, High end experts at the most economic cost. We charge and deliver results.
  •  Highly engaging training sessions
  •  Practical Implementation
  •  Organization gets, in depth learning but just not an understanding
  •  Very High level of Customer Satisfaction


Key Success Factor

Top management commitment
Appropriate data collection
Systematic Problem Solving
Involvement of the area/ person concerned
Eye for details

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