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[MT14] ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling - Understanding & Application (eLearning)

ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling
Understanding & Application (eLearning) 


Delivery Method
  • This course will be conducted with online platform. The e-learning platform can facilitate with an interactive communication. 

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

 1. Concept of customer behaviors and complaints-handling​

  • Research figures

  • Value of existing customers

  • Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations

  • ISO customer satisfaction series

  • The relationship with ISO 9001:2015 and ISO 9004:2009

  • Guiding principles of complaints handling

  • PDCA cycle and clause structure​


 2. ​​Explanation of guidelines & application

  • Documentation requirement

  • Management commitment and responsibility

  • Resources management

  • Complaint-handling operation process

  • 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​



  • 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.

  • 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:

Office Hour: 9 a.m. to 6 p.m. (Monday to Friday)

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-06A 25 June 2024 1 day 1880 1680 Cantonese HKQAA Online Platform
MT14C/HK-09A 27 September 2024 1 day 1880 1680 Cantonese HKQAA Online Platform

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Last Update: 2024-06-24   Disclaimer and Copyright
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