Here’s an ISO-aligned checklist for good customer support, drawing on standards such as ISO 10002:2018 (Customer satisfaction — Guidelines for complaints handling) and ISO 9001:2015 (Quality management systems).
🧭 1. Customer Focus & Policy
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A documented customer service policy is in place.
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The policy aligns with the organization’s quality objectives.
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Customer focus is embedded in company culture and communicated to all staff.
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Roles and responsibilities for customer support are clearly defined.
📋 2. Complaint Handling Process (ISO 10002)
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A formal, accessible, and simple complaint process is established.
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Complaints can be submitted via multiple channels (email, web form, phone, etc.).
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Each complaint is acknowledged promptly.
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A unique reference number is assigned for tracking.
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Resolution timelines are clearly communicated to the customer.
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Complaint records are retained and reviewed for trends and improvement.
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Escalation procedures are documented and applied consistently.
📞 3. Communication & Responsiveness
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Support channels are available and responsive (as per service-level targets).
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Staff provide clear, polite, and professional communication.
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Customers receive regular updates on open issues.
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Support scripts/templates are standardized but allow personalization.
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Multilingual support and accessibility options are available (if applicable).
👩💼 4. Competence & Training
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Customer support staff undergo regular training on products, systems, and soft skills.
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Training records are maintained.
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Performance reviews include customer satisfaction metrics.
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Staff are empowered to resolve issues within defined authority levels.
📊 5. Monitoring, Measurement & Feedback
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Customer satisfaction surveys are regularly conducted.
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Key Performance Indicators (KPIs) are tracked, such as:
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Average response/resolution time
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Customer satisfaction score (CSAT)
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Net Promoter Score (NPS)
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First Contact Resolution (FCR) rate
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Feedback results are analyzed and used for improvement.
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Reports are reviewed by management periodically.
🔄 6. Continuous Improvement
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A Corrective Action process is in place for recurring issues.
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Lessons learned are shared across departments.
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The complaint handling process is periodically audited and updated.
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Improvement actions are documented and tracked to closure.
🧱 7. Documentation & Record Control
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Policies, procedures, and records are document-controlled (revision history, approvals, etc.).
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Records of customer interactions and resolutions are secure and confidential.
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Data protection complies with ISO 27001 and GDPR (where applicable).