Introduction:

ISO 10002:2018 provides internationally recognized guidelines for handling customer complaints effectively and enhancing overall customer satisfaction. It offers a customer-focused approach to receiving, managing, and resolving complaints, supporting organizations in improving service quality, trust, and loyalty. This program introduces participants to the principles, requirements, and implementation strategies of ISO 10002:2018, equipping them with the tools to design and operate a robust complaints management system that aligns with organizational objectives and stakeholder expectations.

Program Objectives:

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

• Understand the structure and guidelines of ISO 10002:2018.

• Establish a transparent, effective, and responsive complaint-handling system.

• Analyze root causes of complaints and apply corrective actions.

• Integrate complaint data into customer satisfaction improvement initiatives.

• Strengthen organizational reputation and long-term customer relationships.

Target Audience:

• Customer Service Managers and Representatives.

• Quality and Compliance Officers.

• Client Relations and Customer Experience Specialists.

• Call Center Supervisors.

• Complaint Resolution Teams.

• Business Owners and Department Managers.

Program Outline:

Unit 1:

Introduction to ISO 10002:2018 and Complaint Management Principles:

• Overview of ISO 10002 and its alignment with customer satisfaction frameworks.

• Key principles of effective complaints management.

• Benefits of adopting a structured complaints handling process.

• Understanding the context of the organization and customer expectations.

• Linking complaint handling to continuous improvement.

Unit 2:

Planning and Designing the Complaint Handling Process:

• Developing a complaints management policy and objectives.

• Defining roles, responsibilities, and authority in the complaint process.

• Accessibility and visibility of the complaint system to stakeholders.

• Confidentiality, impartiality, and protection of complainants.

• Establishing procedures for receiving and recording complaints.

Unit 3:

Operating the Complaints Management Process:

• Steps for complaint receipt, acknowledgment, and assessment.

• Categorizing, prioritizing, and investigating complaints.

• Communicating with complainants and managing expectations.

• Timeframes and accountability in complaint resolution.

• Use of technology and tools in complaints tracking and reporting.

Unit 4:

Monitoring, Evaluation, and Continual Improvement:

• Measuring the effectiveness of the complaints management process.

• Customer feedback mechanisms and satisfaction evaluation.

• Internal audit and management review for complaint systems.

• Root cause analysis and corrective/preventive actions.

• Linking complaints analysis to service quality improvement.

Unit 5:

Implementation Roadmap and Best Practices:

• Phased approach to implementing ISO 10002 in organizations.

• Performing a gap analysis and setting priorities.

• Integrating ISO 10002 with ISO 9001 and other quality systems.

• Building a customer-focused culture and staff engagement.

• Preparing for external assessments and maintaining system performance.