Synergis Management Services Limited (Stock Code #2340) ("Synergis") has recently become the first property and facility management company in Hong Kong certified with the international standard on complaint handling system- ISO 10002 Certificate by SGS Hong Kong Limited. As a pioneer in the industry, Synergis is planning to extend this customer service management system to her managed portfolio in the Mainland China for achieving higher customer satisfaction.

Customer's feedback provides us with the dynamic for continual service enhancement, according to Mr. C. H. Fan, Managing Director of Synergis. “Feedback from customers is one of the channels for us to understand what they need. We always act proactively to handle customer’s feedback and treat those feedbacks for continually improving our services. The quality management model built under ISO 10002 facilitates the company in maintaining a quick, transparent and fair complaints-handling process for achieving customer satisfaction. This system is an effective tool for ensuring reliable and proactive response of the management team in handling customers’ feedback and complaints.” said Mr. Fan.

The full name of ISO 10002 is “Customer Satisfaction - Guidelines for Complaints Handling in Organizations”. Its major framework is to provide guidance for the design and implementation of an effective and efficient complaints-handling process for organizations. ISO 10002 is one of the most updated and systematic international customer service management systems at present. Synergis had to undergo stringent assessment under nine guiding principles before getting the Certificate, including the transparency of complaint channel, objectivity in handling customer suggestion and complaint, and the extent an organization can transform this information into the dynamic of continual service improvement.