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6 March 2015

Raising the standard for complaints - what's new in ISO 10002:2014?

"Standards, Jason; standards.”  That phrase is permanently emblazoned in my sub-conscious thanks to my mother and I’ll wager there’s a fair few readers out there with similar parental advice at the forefront of their mind now that I’ve mentioned it.

From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.

Granted, if you suffer from the same mildly obsessive-compulsive twitch as I do when faced with an incorrectly placed apostrophe, this can sometimes seem like more of a curse than a blessing.

However, in business – and especially in customer service – standards mean everything. We’re always hearing about the latest in ‘best practice’ and I’ve never been to a corporate event that featured “Striving for mediocrity” as a motivational slogan.

So how do standards – and in particular the newly revised International Standard for Complaints Management, ISO 10002 - help those responsible for delivering excellence in customer service?