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Original research MECHANISM FOR DEALING WITH CUSTOMER COMPLAINTS IN THE TRADE BANK OF IRAQ ACCORDING TO ISO 10002:2018/CASE STUDYPages 1-8
Abstract
The research aims to determine the level of application of guidelines in accordance with ISO 10002:2018 in the Trade Bank of Iraq. The research problem is the lack of awareness of the importance of the system in dealing with customer complaints. The research depended on a case study approach and the checklist as a data collection tool, in addition to conducting interviews and observations. The research results were summarized in the fact that the bank applies the guidelines at a rate of (66.4%). The most important conclusion the bank’s weakness in taking systematic measures to deal with complaints and how to solve them. The research recommended that the bank develop a plan to implement ISO 10002:2018 guidelines to ensure effective handling of complaints submitted by the bank’s customers and to continuously improve their satisfaction.
Keywords: management styles, school functionality, school management, school leadership.
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Hydar Sayah, 
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