Two international standards have recently been created that help organisations to improve their relationships with customers. The standards in question are the UNE-ISO 10002 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations, and the standard UNE- ISO 10003 Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations. The main goal of quality management it is to satisfy the customer's requirements and to endeavour to exceed their expectations.
The standard UNE-ISO 10002 provides guidance to organisations for planning, designing, operating, maintaining and improving a process for efficiently and effectively handling complaints in all kinds of activities, whether they are commercial or non-commercial, including e-commerce-related activities. The standard aims to benefit the organisation and its customers as regards claims filed, as well as other relevant interested parties.
Furthermore, the standard UNE-ISO 10003 contains guidance on resolving disputes due to complaints regarding products and services that could not be satisfactorily resolved internally. This standard can help to curtail customer dissatisfaction as a result of unresolved complaints