ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling
Understanding & Application (eLearning)
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 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 Email: training@hkqaa.org
Office Hour: 9 a.m. to 6 p.m. (Monday to Friday)
