Global market

Three International Standards, originally proposed by COPOLCO and developed in ISO/TC 176, Quality management and quality assurance, have been completed:

• ISO 10001, Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
• ISO 10002, Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
• ISO 10003, Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

Together, they form a comprehensive approach for all phases of managing customer complaints.

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