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 product and customer service;
top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
recognizing and addressing the needs and expectations of complainants;
providing complainants with an open, effective, and easy-to-use complaints process;
analysing and evaluating complaints in order to improve the product and customer service quality;
auditing of the complaints-handling process;
reviewing the effectiveness and efficiency of the complaints-handling process.
AGS - ISO 10002 Certification Process
AGS has a unique approach of certification which complies with the requirement for bodies providing audit and certification of management system.
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