The document outlines the guidelines for handling customer complaints in organizations as per the ISIRI-ISO 10002 standard from the Institute of Standards and Industrial Research of Iran. It provides essential information for improving quality management and customer satisfaction. The document includes contact details and publication information for the institute.

1. -

2. Islamic Republic of Iran
ISIRI-ISO
10002
! #

3. $% 10002
1st. edition Institute of Standards and Industrial Research of Iran ' (
)
– . *
-
– *!+!, *
01 $2 3!
2
/
/
/
4
Quality management – Customer
satisfaction – Guidelines for complaints
handling in organizations

4. 14155 -6139 :
* /
1294 ()* '
% #$

6. ! -
88879461-5 :45#
88887103 88887080 :

7. 8
31585-163
* /
- :;
( 0261)2806031 -8 :45#
(0261) 2808114 :

8. 8
standard@isiri.org.ir :

9. 8 ?

10. *
www.isiri.org : A

11. B@
(0261) 2818787 :

12. 8 (0261) 2818989 :45# EF CD
G

13. 3375 :

14. Institute of Standards and Industrial Research of IRAN
Central Office: No.1294 Valiaser Ave. Vanak corner, Tehran, Iran
P. O. Box: 14155-6139, Tehran, Iran
Tel: +98 (21) 88879461-5
Fax: +98 (21) 88887080, 88887103
Headquarters: Standard Square, Karaj, Iran
P.O. Box: 31585-163
Tel: +98 (261) 2806031-8
Fax: +98 (261) 2808114
Email: standard @ isiri.org.ir
Website: www.isiri.org
Sales Dep.: Tel: +98(261) 2818989, Fax.: +98(261) 2818787
Price: 3375 Rls.

15. 10002 H –

16. 6 5

17. $2
! #

18. 8%
2
17

19. K K K 4 %KM N )K %

20. KM 3L

21. K ' K
J% I

22. S

23. T

24. K KP 4
4 I5R I; Q %P; O

25. 1371 A

26. 4O @%

27. :
. A
U I (O) #
I

28. ; V J; F S

29. T %O; X#
D S

30. T AV%W

31. 4
*

32. K H; Z JW

33. S
K% ] I I%

34. # `

35. ?

36. 8OT P%; % ?