The ISO 10002 Basic Training covers the requirements and implementation steps of the internationally recognized standard for handling customer complaints within organizations. The training addresses the design of a customer-focused complaints handling process, including complaint receipt, classification, assessment, resolution, and closure, as well as top management responsibilities for resource allocation and oversight. Participants learn how to analyse complaint data and transform findings into actionable improvements in product and service quality. This training is suitable for customer service managers, quality professionals, and any organization seeking to establish a transparent, effective, and systematic approach to complaint management and customer satisfaction.
The ISO 10002 Basic Training aims to provide participants with the requirements and implementation steps of ISO 10002:2018, which offers a framework for the effective handling of customer complaints. The training contains practical knowledge for all organizations wishing to integrate a customer satisfaction culture into their operations.
Customer service, after-sales support, and call center managers and staff; quality and process improvement specialists; operations and field teams who deal directly with customer complaints; and representatives of organizations seeking ISO 10002 certification.
Participants will be able to establish an effective complaint management system, document complaint processes in accordance with standards, derive meaningful insights from complaint data, and incorporate customer satisfaction into the continual improvement cycle.
