You can't make this stuff up.....

[David Farber <dave () farber net>]

Begin forwarded message:

From: Mike O'Dell <mo () ccr org>
Date: August 6, 2004 7:40:48 PM EDT
To: dave () farber net
Subject: You can't make this stuff up..... (for IP)

http://www.iso.ch/iso/en/commcentre/pressreleases/2004/Ref925.html

The ISO-standard Bum's Rush....

        -mo

Ref.: 925
 7 July 2004

ISO standard for satisfying dissatisfied customers

 A new ISO standard offers a solution for organizations on those 
occasions when the customer is dissatisfied with a product or service - 
guidelines for handling complaints in a manner that gives optimal 
results for both the organization and unhappy customer.

Complaints occur when the delivery of a product or service by a 
supplier somehow does not meet the expectations of a customer. The 
complaints may relate to fitness for purpose, delivery deadlines, 
product information, conditions of sale, use of personal data, 
after-sales service and guarantees. National laws and regulations may 
not provide a framework adequate to deal with the problem when, for 
example, the supplier and customer are located in different 
countries......."

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