Promises about delivery, returns, support and service conduct should be measurable and practical. ISO 10001 provides guidance for managing customer satisfaction commitments of this kind.
ISO 10001 focuses on designing customer-facing conduct and service commitments. ISO 10002 guides the internal handling of product and service complaints. A delivery promise belongs to the first; investigating dissatisfaction when it is missed belongs to the second. They can be connected without being treated as identical functions.
One promise may be unrealistic when stock, location, order timing and transport capacity differ. Explain clearly which products and conditions it covers. Do not hide decision-relevant exceptions in vague footnotes. Align commitments with operating capacity and provide an accessible route and remedy approach when they are missed.
Provide current wording, scope and authority limits to those implementing it. Define when a central decision is required. Distinguish a dealer's additional promise from the shared company commitment. Record and resolve conflicting customer information; editing the website alone does not change practice across every channel.
Use the guides to explore scope and practical questions in this field and find the detail relevant to your situation.
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