ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling - Understanding & Application
Who should attend
-
Personnel handling complaints in companies, call centres, government agencies and industrial associations
-
Anyone involved in the complaint management process
Course objectives
After completing this course the participants should obtain an essential understanding of:
-
The system approach to handling customer complaints;
-
The requirements of ISO 10002:2018 and its implementation;
-
The concept behind and application of the guidelines.
Course contents
1. Concept of customer behaviors and complaints-handling
-
Research figures
-
Value of existing customers
-
Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations
-
ISO customer satisfaction series
-
The relationship with ISO 9001:2015 and ISO 9004:2009
-
Guiding principles of complaints handling
-
PDCA cycle and clause structure
2. Explanation of guidelines & application
-
Documentation requirement
-
Management commitment and responsibility
-
Resources management
-
Complaint-handling operation process
-
Maintenance and improvement - how to continually improve the effectiveness of the process
3. Typical implementation process
4. Handling of potential problems during implementation
5. Certification process
Methodology
Certificate of attendance
-
Certificate of attendance will only be issued to participants who have attended more than 90% of the course hours.
-
To provide a more comprehensive certificate service, please fill in the participant's name according to the identification document (as standard) when submitting the application form.
Click here to explore E-learning schedule
Should you have any questions, please free feel to contact Ms. Joanne Chan during office hour.
Tel: (852) 2202 9330 / (852) 6050 8153 Email: training@hkqaa.org
Office Hour: 9 a.m. to 6 p.m. (Monday to Friday)
