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[MT14] 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
·             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
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.
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. 
Click here to explore E-learning schedule

Remarks: 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.” Early bird discount: settle fee 3 weeks before the course start. Course time :09:30 - 17:00

Course Code Date Duration Course Fee Course Fee (Early Bird) Language Location
MT14C/HK-11A 2 Nov 2021 1 day 1580 1380 Cantonese 19/F K Wah Centre 191 Java Road North Point Hong Kong
MT14C/HK-12A 1 Dec 2021 1 day 1580 1380 Cantonese 19/F K Wah Centre 191 Java Road North Point Hong Kong
MT14C/HK-02A 10 February 2022 (Thu) 1 day 1580 1380 Cantonese 19/F K Wah Centre 191 Java Road North Point Hong Kong

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Last Update: 2021-12-03   Disclaimer and Copyright
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