ISO10002 is a practical manual for organizations with customer-oriented approach. Using this manual, these organizations can create an effective process for receiving customer complaints and make customers to not take their complaints outside the organization, into the public. This approach for customer complains is modern and in it, these complaintsare considered as free and useful sources for information. This standard says that proper customer complain management not only can provide useful information about weaknesses of the company but also can create customer loyalty and satisfaction. Ijad Resin Jam Industries Company has obtained this standard since 2014 because of its quality after-sale services and customer-oriented policy.