ISO 10002:2018 – Customer Satisfaction and Complaints Handling: Internal Audit Training

ISO 10002:2018 – Customer Satisfaction and Complaints Handling: Internal Audit Training

Duration:

2 Days (8 Hours per Day)

Level:

Intermediate

Prerequisites:

Basic understanding of ISO 10002:2018 and internal auditing concepts.

Target Audience:

· Internal Auditors

· Customer Service Managers

· Quality Assurance Teams

· Customer Satisfaction/Complaints Handling Teams

· Professionals involved in handling customer complaints and managing customer satisfaction

Course Objectives:

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

1. Understand the ISO 10002:2018 framework for customer satisfaction and complaints handling.

2. Learn how to conduct internal audits in customer satisfaction and complaints management processes.

3. Evaluate and assess compliance with ISO 10002:2018 standards.

4. Identify non-conformities in complaints handling and recommend corrective actions.

5. Improve complaints handling processes and ensure continual improvement.

Course Schedule:

Day 1:

Module 1: Introduction to ISO 10002:2018

This session will provide an overview of ISO 10002:2018, highlighting its importance for customer satisfaction and complaints management. It will explain the principles of customer complaints handling and how the standard integrates with other management systems, such as ISO 9001.

Module 2: Complaints Handling Process and Audit Criteria

This module focuses on the key processes involved in complaints handling, from receiving

and logging complaints to resolution and feedback. Participants will learn how to audit these processes and establish audit criteria based on ISO 10002:2018 requirements.

Module 3: Planning the Internal Audit for Complaints Handling

Participants will learn how to plan an internal audit for complaints management. This includes setting audit objectives, developing audit checklists, and defining the scope of the audit to ensure alignment with ISO 10002:2018.

Module 4: Conducting the Audit

In this practical session, participants will focus on the techniques for conducting internal audits, such as interviewing relevant staff, reviewing complaint records, and observing complaint handling procedures. They will practice assessing whether the complaints-handling process is compliant with ISO 10002:2018.

Day 2:

Module 5: Audit Reporting and Documentation

This module will cover how to prepare an audit report that clearly documents findings, non-conformities, and opportunities for improvement. Participants will learn how to structure their audit reports to ensure they are actionable for management.

Module 6: Corrective Actions and Continual Improvement

After identifying non-conformities, this session will guide participants in developing corrective actions. It will explain how to track these actions and verify their implementation to ensure continual improvement in the complaints-handling process.

Module 7: Assessment and Conclusion

The final session will include a review of the course material, followed by a Q&A session. Participants will complete a quiz or practical assessment to confirm their understanding of the internal audit process. The session will conclude with certification and feedback.

Learning Materials:

· ISO 10002:2018 Overview Summary

· Complaints Handling Audit Checklist Template

· Audit Report Template

· Corrective Action Plan Template

· Course Feedback Form

Assessment Methods:

· Group Discussions

· Practical Exercises

· Final Quiz or Practical Assessment

· Q&A Session

Outcome:

By the end of the course, participants will have the knowledge and skills to conduct an internal audit for customer satisfaction and complaints management processes in line with ISO 10002:2018. They will be equipped to assess compliance, identify non-conformities, and drive continual improvements in complaints handling.