In most industry sectors it is generally accepted that it costs at least 4 times as much to recruit a new customer as to maintain an existing one. In today's increasingly competitive markets, customers are demanding higher levels of services when complaints are being forwarded.
Provides more information on the Complaints Management Systems and ISO 10002.
Details the key steps that every company implementing a Complaints Management System will need to consider.
Describes the benefits of registration and the route to achieving registration with BSI.
Provides information on how to purchase Customer Satisfaction/ Complaints Management standards and publications.