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香港課程

ISO 10002:2018 客戶滿意度 - 投訴處理指引 - 理解與應用

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
·             Concept of customer behaviors and complaints-handling
Ø Research figures
Ø Value of existing customers 
Ø   Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations
Ø ISO customer satisfaction series
Ø The relationship with ISO 9001:2015 and ISO 9004:2009
Ø Guiding principles of complaints handling
Ø PDCA cycle and clause structure
·             Explanation of guidelines & application
Ø Documentation requirement
Ø Management commitment and responsibility
Ø Resources management
Ø Complaint-handling operation process
Ø Maintenance and improvement - how to continually improve the effectiveness of the process   
·             Typical implementation process
·             Handling of potential problems during implementation
·             Certification process
 
Methodology
Presentation, workshop, discussion & exercise
 
Certificate of attendance
Certificate of attendance will only be issued to participants who have attended more than 90% of the course hours.

備注: “HKQAA reserves the right to cancel the course, change the trainer, content, date, time and / or venue as necessary. Please read the terms and conditions at the bottom of this page before enrolment.”

課程編號 日期 時間 課程費用 課程費用 (提早報名) 語言 地點
MT14C/HK-09A 17 September 2019 1 day 1280 粵語 香港北角渣華道191號嘉華國際中心19樓

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最後更新:2019-12-16    免責聲明
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