ISO 10002 – Complaints Management

2Month/20 Hours                                                  Price:85,000

                                                                                     80,000

 

ISO 10002 – Complaints Management

Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 Complaints Management can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.

Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them.

 

Key Learnings

Upon completion of the ISO 10002 – Complaints Management course, participants will be able to:

1. Understand the ISO 10002 Standard: Gain comprehensive knowledge of the ISO 10002 framework, including its purpose, scope, and structure.

2. Develop a Complaints Management Policy: Learn how to create and implement an effective complaints management policy tailored to your organization.

3. Implement a Complaints Management System: Acquire the skills to plan, establish, and maintain a robust complaints management system.

4. Handle Complaints Effectively: Master the processes for receiving, recording, assessing, and resolving complaints efficiently and professionally.

5. Conduct Root Cause Analysis: Utilize various tools and techniques to identify the root causes of complaints and implement corrective actions.

Course Content:

Module 1: Introduction to ISO 10002

Overview of ISO 10002

Introduction to complaints management
Importance of effective complaints management
ISO 10002 structure and framework

Key Terms and Definitions
Complaints, feedback, dispute, resolution
Stakeholders in complaints management

Module 2: Planning and Implementing a Complaints Management System

Establishing a Complaints Management Polic

y

Developing a policy statement

Setting objectives and scope

Roles and Responsibilities

Assigning responsibilities within the organization
Training and awareness programs

Complaint Management Planning

Identifying resources
Setting performance indicators

Module 3: Receiving and Processing Complaints

Complaint Reception

Channels for receiving complaints
Recording and acknowledging complaints

Complaint Evaluation

Initial assessment and classification
Prioritizing complaints based on severity

Complaint Processing

Investigating complaints
Communicating with complainants

Module 4: Analysis and Evaluation of Complaints

Root Cause Analysis

Techniques for identifying root causes
Tools for analysis (e.g., fishbone diagram, 5 whys)

Corrective and Preventive Actions

Developing and implementing action plans
Monitoring and measuring effectiveness

Continuous Improvement

Feedback loops
Learning from complaints to improve processes

Module 5: Monitoring, Measurement, and Reporting

Monitoring and Measurement

Setting up key performance indicators (KPIs)
Regular monitoring and review

Reporting and Documentation

Internal and external reporting requirements
Maintaining records and documentation

Module 6: Auditing and Reviewing the Complaints Management System

Internal Audits

Planning and conducting audits
Reporting audit findings

Management Review

Reviewing system performance
Implementing improvements based on review findings

Job Interview Preparation  (Soft Skills Questions & Answers)
Tough Open-Ended Job Interview Questions
What to Wear for Best Job Interview Attire
Job Interview Question- What are You Passionate About?
How to Prepare for a Job Promotion Interview

---

Stay connected even when you’re apart
Join our WhatsApp Channel – Get discount offers
 500+ Free Certification Exam Practice Question and Answers
 Your FREE eLEARNING Courses (Click Here)

---

Internships, Freelance and Full-Time Work opportunities
 Join Internships and Referral Program (click for details)
Work as Freelancer or Full-Time Employee (click for details)
Hire an Intern

---

Flexible Class Option
Week End Classes For Professionals  SAT | SUN
Corporate Group Training Availables Options
Online Classes – Live Virtual Class (L.V.C), Online Training

Related Courses

ISO 9001:2015 – Lead Auditor Course

ISO 9001:2015 – Quality Management System

ISO 22000 – Food Safety Management

Hazard Analysis and Critical Control Point – HACCP

Diploma in Health, Safety and Environmental (HSE Oil Gas, Chemical)

BS OHSAS 18001 – Occupational Health and Safety Foundation

ISO 14001:2015 Environmental Management System (EMS) Foundation