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[WS21] ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling - Internal Auditor Training (E-learning)

 ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling

Internal Auditor Training (E-learning)

Delivery Method
  • This course will be conducted with online platform. The e-learning platform can facilitate with an interactive communication. 
  • Delegates must have good understanding of ISO 10002 standard before attending this auditing course
Who should attend
  • Personnel handling complaints in companies, call centres, government agencies and industry associations
Course objectives
  • To appreciate the importance of internal audit in a quality management system
  • To plan and implement effective internal audits against ISO 10002:2018
  • To provide value-added auditing
Course contents
  • What is an Audit?​
Ø Audit objectives
Ø Managing an audit​​
  • ​​Planning an Audit​
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
  • Implementing an Audit​
Ø Audit activities
Ø Preparing for audit
Defining process map
Determining audit trail
Scheduling an audit
Preparing audit checklist
Ø Conducting an audit
Opening meeting
Conducting an audit
Ø Reporting audit result
Presenting audit findings
Preparing audit report
Closing meeting
Ø Follow-up after audit
  • Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process
Certificate of attendance
  • Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours.
Click here to explore classroom training schedule
Should you have any questions, please contact Ms. Joanne Chan at 6050 8153 during office hour (9 a.m. to 6 p.m.) on Monday to Friday. 

Remarks: “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.” Course time : 09:30 - 17:00

Course Code Date Duration Course Fee Course Fee (Early Bird) Language Location
WS21C/HK-12A 19-20 December 2022 2 days 2980 Cantonese HKQAA Online Platform
WS21C/HK-03A 23-24 March 2023 2 days 2980 Cantonese HKQAA Online Platform

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Last Update: 2023-02-02   Disclaimer and Copyright
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