ISO 10002:2018 – Customer Satisfaction and Complaints Handling: Awareness Training

ISO 10002:2018 – Customer Satisfaction and Complaints Handling: Awareness Training

Duration:

1 Day (8 Hours)

Level:

Awareness

Prerequisites:

None. This course is designed for individuals new to ISO 10002:2018 or those seeking a general understanding of the standard.

Target Audience:

· Customer Service Representatives

· Quality Managers

· Complaints Handling Teams

· Process Improvement Teams

· Any personnel involved in managing customer complaints or enhancing customer satisfaction

Course Objectives:

By the end of this course, participants will be able to:

1. Understand the core principles of ISO 10002:2018 and its importance in customer satisfaction and complaints handling.

2. Recognize the benefits of having an effective complaints-handling system in place.

3. Learn how complaints are processed and resolved according to ISO 10002:2018 guidelines.

4. Understand the continuous improvement process for complaints handling.

5. Raise awareness of the role of different stakeholders in handling complaints.

Course Schedule:

Module 1: Introduction to ISO 10002:2018 (This session will introduce ISO 10002:2018, its background, and its relevance in managing customer complaints and improving customer satisfaction. It will explain the purpose of the standard and its alignment with other quality management systems, such as ISO 9001.

Module 2: Principles of Effective Complaints Handling

This module will cover the fundamental principles of complaints handling: transparency, accessibility, responsiveness, accountability, and continuous improvement. Participants will learn the importance of these principles in creating a positive customer experience and how to apply them in their work.

Module 3: Complaints Handling Process Overview

Participants will be introduced to the ISO 10002:2018 complaints-handling process. Topics include how complaints are received, logged, acknowledged, investigated, and resolved. The importance of clear communication with customers and maintaining confidentiality will also be discussed.

Module 4: Roles and Responsibilities in Complaints Handling

This session will explore the roles and responsibilities of different stakeholders in the complaints-handling process. It will discuss how departments such as customer service, quality assurance, and management contribute to handling and resolving complaints effectively.

Module 5: Monitoring and Measuring Complaints Handling

Participants will learn about key performance indicators (KPIs) used to monitor and measure the effectiveness of the complaints-handling process. This will include tracking the volume, types, and resolution time of complaints, as well as conducting periodic reviews of the complaints-handling system.

Module 6: Continuous Improvement in Complaints Handling

This module will introduce the concept of continual improvement in complaints handling. Participants will learn how feedback from complaints can be used to improve processes and prevent future issues. Topics will include root cause analysis and the implementation of corrective actions.

Module 7: Case Studies and Real-World Examples Participants will examine real-life case studies of effective complaints handling. Group discussions will focus on how companies have successfully implemented ISO 10002:2018 to improve customer satisfaction and handle complaints efficiently.

Module 8: Q&A, Summary, and Certification

The final session will provide a recap of the key takeaways from the training. Participants will have an opportunity to ask questions and clarify any doubts. The session will conclude with the distribution of certificates of completion.

Learning Materials:

· ISO 10002:2018 Standard Summary

· Complaints Handling Process Flowchart

· Case Study Workbook

· Template for Complaints Logging and Tracking

· Course Feedback Form

Assessment Methods:

· Group Discussions

· Practical Scenarios/Exercises

· Q&A Session

Outcome:

Upon completing the training, participants will have a foundational understanding of ISO 10002:2018 and the principles behind effective complaints management. They will be better equipped to handle customer complaints professionally and contribute to the continuous improvement of the complaints-handling process in their organization.