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Training content
Overview
ISO 10002 Customer Satisfaction Management System Awareness Training has been designed to provide an understanding of the fundamental approach to effectively managing customer feedback and complaints.
The training is based on the current ISO 10002:2018 guidance. The standard provides guidance on establishing and improving a customer-focused complaints management process.
The language of the training is Turkish. The training is delivered online.
About the Training
The training covers customer satisfaction, complaints management, accessibility, impartiality, confidentiality, the receipt, assessment and resolution of complaints, monitoring and continual improvement.
Who Should Attend?
- Customer service teams
- Quality personnel
- Sales teams
- Complaints management personnel
- Management system coordinators
- Operations teams
- Managers
Objectives and Outcomes
The aim is for participants to understand the ISO 10002 approach, manage customer complaints systematically and contribute to improving customer satisfaction.
By the End of the Training
Participants will be able to:
- Explain the ISO 10002 approach.
- Understand the principles of complaint management.
- Classify complaints.
- Evaluate customer feedback.
- Monitor the complaints process.
- Identify opportunities for improvement.
Programme and Method
Training Topics
- Introduction to ISO 10002:2018
- Concept of Customer Satisfaction
- Complaint Management Principles
- Customer-Focused Approach
- Receipt of Complaints
- Recording Complaints
- Assessment of Complaints
- Assignment of Responsibilities
- Communication with Customers
- Resolution of Complaints
- Confidentiality and Impartiality
- Monitoring Complaints
- Customer Feedback
- Performance Evaluation
- Continual Improvement
Training Method
The training is delivered through topic presentations, examples of customer complaints, short case studies and practical scenarios.
Attendance and Certificate
Certification Rules
A certificate of attendance is issued to all participants whose attendance has been confirmed. To receive a certificate of achievement, participants must obtain a passing grade in the examination at the end of the training; participants who use all their examination attempts but do not pass will be issued a certificate of attendance.
FAQ and Resources
Who is ISO 10002 Awareness Training suitable for?
It is suitable for employees involved in customer relations, quality, sales and complaint management processes.
What is the main purpose of ISO 10002?
It provides guidance on handling customer complaints fairly, effectively and systematically.
Is ISO 10002 a certifiable management system standard?
No. ISO 10002 is a standard that provides guidance on complaint management processes.
Why are customer complaints important?
They help identify opportunities for improvement in services and processes.
Do complaints need to be recorded?
Yes. It is important to maintain appropriate records so that complaints can be monitored and analysed.
Is there an examination at the end of the training?
Yes. An assessment examination is administered at the end of the training.
References
- ISO 10002:2018
- ISO 10001:2018
- ISO 10003:2018
- ISO 10004:2018
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