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ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling
Understanding & Application (E-learning)
Delivery Method
Who should attend
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Personnel handling complaints in companies, call centres, government agencies and industrial associations
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Anyone involved in the complaint management process
Course objectives
After completing this course the participants should obtain an essential understanding of:
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The system approach to handling customer complaints;
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The requirements of ISO 10002:2018 and its implementation;
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The concept behind and application of the guidelines.
Course contents
1. Concept of customer behaviors and complaints-handling
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Research figures
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Value of existing customers
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Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations
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ISO customer satisfaction series
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The relationship with ISO 9001:2015 and ISO 9004:2009
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Guiding principles of complaints handling
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PDCA cycle and clause structure
2. Explanation of guidelines & application
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Documentation requirement
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Management commitment and responsibility
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Resources management
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Complaint-handling operation process
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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
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Certificate of attendance will only be issued to participants who have attended more than 90% of the course hours.
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To provide a more comprehensive certificate service, please fill in the participant's name according to the identity document (as standard) when submitting the application form.
Click here to explore classroom training 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)
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