You can turn unhappy customers into positive business opportunities with effective complaints management. Satisfied customers are your best ambassadors. An unhappy customer will tell friends and colleagues about their experiences, damaging your reputation and often you know nothing about it. Implementing a complaints handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers.

A study has found that that, while 96% of consumers generally do not complain, a dissatisfied consumer is likely to tell twice as many people about their bad experience than about a good experience. If your clients are unhappy with your products or services, is it in your best interest that they tell you (“complain”) rather than their friends (“bad-mouthing”). Complaint management is not

about reducing the number of complaints, but about leveraging the information obtained from a complaint and turning it into an opportunity for improvement. Smart management will allow you to define customer service standards and deliver an effective complaint handling system for your customers, which will help to differentiate your service from competitors.

ISO 10002 is a Standard for Complaint Handling in Organisations is an excellent customer service standard and ensures that your organisation will effectively receive, manage and resolve customer complaints.


  • Visibility;
  • Continual Improvement.
  • Accessibility;
  • Responsiveness;
  • Charges;
  • Objectivity;
  • Confidentiality;
  • Customer-focused approach;
  • Accountability;