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Complaints handling ISO 10002:2014 standards are applicable to any diverse organization, with various size, type and vertex, and applies to the aspects of its activities, that the organization determines it can either control or influence. ISO 10002:2014 does not state specific complaints handling performance criteria.

ISO 10002:2014 standards can be used in whole or in part to systematically improve Complaints Handling management system. Claims of conformity to ISO 10002:2014, however, are not acceptable unless all its requirements are incorporated into an organization's Complaints Handling management system and fulfilled without exclusion.

Course Objective

The structured training materials and course tutor’s aim’s at providingstaff with neededbasic knowledge / experience in, ISO10002and to create a suitable platform during implementation process enabling the staff with better understanding of the management systems approach and the requirements of ISO10002, and to provide necessary tools for teams preparing for implementation.

Course Duration: 1 day (8 Hrs)

Prerequisite for course

We recommend that participants have prior knowledge of the following to maximize the course benefits:

Management Systems
  • Basic of ISO and background qualification in similar field.
  • The principalcomponentsin a management system and the interrelationship
  • Complaints managementprocessknowledge.
  • Creation of Documents, policy, KPI/SLA, Process cycle, operation and continuous improvement.
Complaints Handling management system

The intended outcomes of anComplaints Handling management system:

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints),
  • Resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • Recognizing and addressing the needs and expectations of complainants;
  • Providing complainants with an open, effective and easy-to-use complaints process;
  • Analysing and evaluating complaints in order to improve the product and customer service quality;
ISO 10002
  • Commonly used Complaints Handling management system terms and definitions.
  • Knowledge of the requirements of ISO10002.
Course Summary
  • Detail the purpose of a Complaints Handling management systemand standards,
  • Benefits for the business and improved performance.
  • Frameworkof structure and content inISO10002.
  • Enlighten the specific Complaints Handling management system related requirements.
TRAIBCERT Course Benefits
  • Skilled to decipher the requirements of ISO10002 in the context ofrequirements.
  • Proficient to recognize the requirements of the 2014 version of ISO10002.
  • FollowComplaints Handling analysis- types of Complaints Handling linked to the organization

Course Objective

The structured training materials and course tutor’s aim’s at providing staff with needed basic knowledge / experience in, ISO10002 – ISO and to create a suitable platform during for implementation process enabling the staff to conduct internal audit of part of management systems approach and the requirements of ISO10002, and to report on the effective implementation and maintenance of the management system in accordance with ISO 19011.

Course Duration: 2 days (16 Hrs)

Prerequisite for course

We recommend that participants have prior knowledge of the following to maximize the course benefits:

Management Systems

The core elements of a management system and the interrelationship between top management responsibility, policy, objectives, planning, implementation, measurement, review and continuous improvement.

Complaints Handling management system

The intended outcomes of anComplaints Handling management system:

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints),
  • Resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • Recognizing and addressing the needs and expectations of complainants;
  • Providing complainants with an open, effective and easy-to-use complaints process;
  • Analysing and evaluating complaints in order to improve the product and customer service quality;
IS O10002
  • Knowledge of the requirements of ISO10002 and the commonly used Complaints Handling management system terms and definitions, as given in ISO 10001, 10003, 10004
Course summary
  • Better understanding ofComplaints Handling management system
  • ISO10002 Audit Requirements for assessment / audit process
  • Technical Audit Planning / Auditing Techniques
  • Taking Practical Internal Audit.
  • Preparation of Audit Report/ Corrective Action Process.
Course Benefits
  • Needed skills to understand the requirements of ISO10002 in the context of an COMPLAINTS HANDLING Audit
  • Needed skills to review and approve the ISO audit objectives and carry out Complaints Handling assessment and identify opportunity based on assessment based on the organization context.
  • Application ofISO10002 standard clauses appropriately in an audit situation
  • Trained to undertake the role of an internal auditor to plan, conduct, report and follow up a COMPLAINTS HANDLING audit in accordance with ISO 19011.

Course Overview

This competency-based course teaches a general understanding of the concepts of the ISO10002:2014 standard and the principles and practices of leading management systems and process audits in accordance with ISO 19011.

The target of this course is to provide students with the knowledge and skills required to perform first, second and third-party audits of Complaints Handling management system systems against ISO10002, in accordance with ISO 19011 and ISO/IEC 17021 -1, as applicable.

This course is IRCA-certified and accepted. Attendees who have successfully completed this course will fulfill the training requirements for certification as an IRCA ISO Auditor/ Lead Auditor.

Course Duration: 5 days (40 Hrs)

Prerequisite for course

We recommend that participants have prior knowledge of the following to maximize the course benefits:

Management Systems

The core elements of a management system and the interrelationship between top management responsibility, policy, objectives, planning, implementation, measurement, review and continuous improvement.

Complaints Handling management system

The intended outcomes of anComplaints Handling management system:

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints),
  • Resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • Recognizing and addressing the needs and expectations of complainants;
  • Providing complainants with an open, effective and easy-to-use complaints process;
  • Analysing and evaluating complaints in order to improve the product and customer service quality;
ISO10002
  • Knowledge of the requirements of ISO10002 and the commonly used Complaints Handling management system terms and definitions, as given in ISO 18000
Course Outline
  • Better understanding of Complaints Handling management system.
  • ISO10002 Audit Requirements for assessment / audit process.
  • Technical Audit Planning / Auditing Techniques.
  • Clients facing Audit.
  • Preparation of Audit Report/ Corrective Action Process.
Course Benefits
  • Needed skills to understand the requirements of ISO10002 in the context of an EMS Audit
  • Needed skills to review and approve the ISOaudit objectives and carry out Complaints Handling assessment and identify opportunity based on assessment based on the organization context.
  • Application of ISO10002 standard clauses appropriately in an audit situation
  • Trained to undertake the role of an External auditor to plan – (Stage-1, stage 2, surveillance) conduct, report and follow up a COMPLAINTS HANDLING audit in accordance with ISO 19011. and ISO/IEC 17021-1.
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