Upgrading Mobarakeh Steel's Brand within the Framework of Global Standards

me-metals: Reza Heidari, Deputy of Sales and Marketing at Mobarakeh Steel, stated: Today, adhering to consumer rights is not only a legal obligation but also a strategic necessity for leading and excellent organizations. This is because, in interactions with customers and suppliers, a pleasant experience when purchasing a product seems essential. Consumers, customers, and recipients of quality goods and services consider access to transparent information and enjoying fair methods for resolving their issues as their most basic rights.

According to me-metals, He further added: Currently, all countries have approved laws related to consumer rights in their operational guidelines to protect themselves and their customers and to create a fair market. Naturally, in our country too, the use of customer satisfaction and customer complaints standards confirms these issues.

Mobarakeh Steel's Sales and Marketing Deputy noted: Specifically, regarding the importance of this standard, it must be said that the ISO 10002 standard provides a structured framework for handling customer complaints. The establishment and implementation of this standard in the organization creates a transparent and trackable process for reviewing customer complaints. Furthermore, customers gain the assurance that their complaints will be reviewed and followed up on, and finally, the organization, by executing this process, achieves corrective actions and improvement projects, a path that ultimately leads to increased customer satisfaction.

He acknowledged: Regarding the importance of the ISO 10004 standard, we must also consider that this standard helps the organization measure customer satisfaction by establishing standard mechanisms and thereby improve its processes. This standard also ensures that customer feedback is collected and analyzed for continuous improvement, and customer satisfaction data is utilized to reduce the rate of customer complaints. Simultaneously, communication transparency with the customer is also increased through this means.

Heidari emphasized: Attention to experiences gained in the international landscape shows that the existence of such standards leads to an increase in trust, loyalty, improved experience, creation of a competitive advantage, reduction of customer complaints, and ultimately, an increase in the company's brand credibility.

He stated: Over the years that these standards have been established at Mobarakeh Steel Company, we have witnessed numerous improvements in various processes. Furthermore, improving and upgrading the CRM system, implementing improvement projects, developing communication channels with customers, drafting a comprehensive customer visit program, purposeful participation in domestic and international exhibitions, and also holding technical and specialized conferences and meetings with customers are among the measures that have been taken in the Mobarakeh Steel Sales and Marketing Deputy area with the aim of increasing customer satisfaction and loyalty, and in line with the implementation of these two standards.

Mobarakeh Steel Group's Sales and Marketing Deputy concluded: In the direction of global standards and upgrading Mobarakeh Steel's brand, the strategy of developing effective communication with customers, increasing trust-building, and transparency will continue with more cohesive planning in the Mobarakeh Steel Sales and Marketing Deputy.