Complaints management

If your customers complain about your business and you don't handle that complaint properly imagine the impact it will have on your business. It could lose you customers and money.

This is why it's important that organizations gain valuable insight into complaints management and determine the root causes of problems. An effective system or process of recording and analysing complaints and how they were resolved can help. 

Our standards and publications will assist you in implementing such a process, as well as offering guidance on areas such as improving customer loyalty.

Key standards for handling customer complaints and improving customer loyalty:

BS 18477:2010
Inclusive service provision. Requirements for identifying and responding to consumer vulnerability 

BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

BS EN 14012:2008
Postal services. Quality of service. Complaints handling principles

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