an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;

an organization that requires a consistent approach by all its service providers, including those in a supply chain;

a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;

a service provider to monitor, measure and review its service management processes and services;

a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;

an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

Eligibility for submitting tenders or proposals for projects.

Identify and respond to customer needs

Deliver services that can meet defined quality levels

Can boost your organisation’s brand reputation and be a useful promotional tool, especially when going up against competitors who aren’t certified

ISO/IEC 20000-1 certification provides objective evidence of compliance to ITIL best practices

For internal IT, ISO 20000-1:2011 certification increases perceived value of IT services

Performance improvements such as:

Reduction of system outage
Reduction of critical incidents
Increased system availability

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

This document addresses the following aspects of complaints handling:

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 products and services, including 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;

analyzing and evaluating complaints in order to improve the quality of products and services, including customer service;

auditing of the complaints-handling process;

reviewing the effectiveness and efficiency of the complaints-handling process.

Benefits of ISO 10002:2018:

There are many benefits to implementing ISO 10002, these include; better customer retention, a solid brand reputation, operational efficiency, better communications, relations and the on-going improvements within a company.

ISO 10002 provides a basis for review and analysis of the complaints-handling process; it is all about identifying where improvements can be made.

Lets face it; customer dissatisfaction can seriously damage a reputation, people talk and often tell others when they are dissatisfied. With an ISO 10002 certification in place you can help support your business and strengthen your brand – Understanding the complaint is key, only then can you deal with it efficiently and keep customers truly happy.

1. improved safety, health, well-being and productivity of workforce.

2. better efficiency and effectiveness, hence improving organisational cost benefits.

3. enhanced communication of FM methodologies and requirements among and between public and private sector organizations.

4. improved consistency of service levels delivered.

5. providing a common platform for all types of organizations.