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SGS has awarded the Productivity and Service Quality Department of The Bank of East Asia, Limited (BEA) ISO 10002:2018 certification for its complaint management system for the provision of financial products and services in Hong Kong.

Complaint management is not about reducing the number of complaints, but about leveraging the information obtained from a complaint and turning it into an opportunity for improvement. So smart management will allow organizations to develop an effective complaint handling which can make good use of the complaint; by creating a customer-focused environment that is open to feedback, so to analysis and evaluate complaints to improve the quality of products and services; in achieving customer satisfaction and help to differentiate from competitors.

Mr Eric Wong, Group Chief Information Officer of BEA said: “Customer focus and pursuit of excellence are two of BEA's core values. In addition to dealing with customers’ problems and concerns, it is important for us to build trust with customers under the current fiercely competitive business environment.  In 2014, our team started to fully digitalise the handling and filing of customer complaints. After several years, the system and process have matured. Because of our sound foundation, we can achieve international standard ISO 10002 in recognition of our continuous improvement. Thank you to SGS and consultants for your valuable opinions. This certification encourages us to do better in handling customer complaints and solving problems.”

Ms Miranda Kwan, the Director of Certification and Business Enhancement of SGS Hong Kong remarked: “Congratulations to BEA in obtaining the ISO 10002 certificate. The service industry is always under a lot of pressure; especially the Productivity and Service Quality Department of BEA has to deal with complaints that come from all the branches and online. It is appreciated that BEA still insists in the 3rd party audition and certification of ISO 10002 against their complaint management system. This shows the management commitment in enhancing customer satisfaction, and the willingness to understand the real needs of the customer and solve the real problems, which will help drive more loyal customers.”

More sharing of BEA about the ISO 10002 certification can be found below.

What are the reasons for applying for ISO 10002 certification?

“At BEA, we strive to ensure every customer experience is positive by providing best-in-class financial products and services. The certification of ISO 10002 is our proof of resolving complaints in a consistent, systematic and responsive manner, in order to achieve customer satisfaction, in line with our Mission Statement. ”

What benefits can you identify after complying with ISO 10002?

“After complying with ISO 10002, the Bank is able to identify trends, external and internal issues and interested parties; and eliminate causes of complaints, leading to the continual improvement of operations, products and services.”

What challenges did you encounter when managing your company in developing programs aimed at information security? And how did ISO 10002 help?

“Whilst we have an existing complaint handling workflow in place, we have devoted time and effort to developing programmes for information security as well as preparing all the necessary documents to meet the ISO requirements. ISO 10002 guides us on how to care about our customer feedback as well as receive, manage and resolve customer complaints effectively.”

How can SGS help and what’s the reason for choosing SGS?

“SGS is a world-leading Certification Company. With assistance from SGS, we are able to identify and improve customer service standards in delivering an effective complaint handling system to our customers.”

About ISO 10002:2018 - Quality Management - Customer Satisfaction Certification

The standard 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. Click here to know more about ISO 10002.

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