ISO 10002:2018 Basic Training

Training Objective

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.

Training Content

• Structure of ISO 10002:2018 and its relationship with ISO 9001
• The concept of customer complaint and its place in the customer experience
• Complaint management principles: visibility, accessibility, responsiveness, objectivity, confidentiality
• Receiving, recording, and classifying complaints
• Evaluating, investigating, and resolving complaints
• Customer notification and closure process
• Analysis of complaint data and trend monitoring
• Using complaint data for corrective actions and continual improvement
• Internal audit of the complaint management system

Who Should Attend

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.

Outcomes

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.