GCL International Qatar

ISO 10002

ISO 10002 in Doha

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

This document addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective and easy-to-use complaints process;

e) analyzing and evaluating complaints in order to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process

This management system applicable for all organizations that need to show the satisfaction of the customer is important for them.

Recommend to all hotel and restaurant in Doha and other gulf countries for implementation ISO 10002 requirements and request for Audit and certification, if they need to prove that customer satisfaction is important.

It should be noted that this Guid standard applicable for all sector.

GCL International Qatar provide audit and certification of ISO 10002 ultimately impartiality and independence with the highest quality and effectiveness.

This standard is consistent with ISO 9001.

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