ISO 10002 2018 Customer Complaints Handling - Awareness Course

Description

ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process is suitable for use as one of the processes of an overall quality management system. ISO 10002 2018 awareness course teaches you the process approach and the requirements and benefits of ISO 10002 2018. The essential objective of ISO 10002 2018 awareness course is to create awareness for participants regarding various basic requirements of the ISO 10002 2018 standard & impart working knowledge on how these requirements can be interpreted to suit the organization’s processes, products, people & customers.

Who Should Attend?

• Anyone involved in the planning, implementing, maintaining, supervising or auditing of complaints handling mechanism in an organisation based on ISO 10002 2018 standards
• Jobseekers interested in understanding the best complaints handling practices followed by various organisations
• Anyone looking to gain skills and knowledge to improve their career performance in the area of customer support
• Customer care executives
• Sales and marketing executives
• Business owners and managers

Key Benefits

• Understand the structure of ISO 10002 2018 standard
• Learn importance and benefits of ISO 10002 2018 guide lines for complaints handling
• Understand key requirements, terms and definitions of ISO 10002 2018
• Main concepts such as risk-based thinking, process approach, Plan-Do-Check-Act, and quality management principles.
• Prepare yourself to participate in ISO 10002 2018 standards implementation process
• Attract and retain customers by meeting their current and future needs better
• Learn techniques to create and manage documents and records relevant to ISO 10002 2018 quality management system , critical to the products and services delivered and those required to meet customer and regulatory requirements
• Fill gaps in your professional knowledge
• Enhance 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 products and services, including customer service
• Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
• Recognize and address the needs and expectations of complainants
• Providing complainants with an open, effective and easy-to-use complaints process
• Analyse and evaluate complaints in order to improve the quality of products and services, including customer service
• Review the effectiveness and efficiency of the complaints-handling process

Learning & Evaluation Method

This is  a live and interactive course.  Once you purchase the course, our team will contact you to plan the training. No matter where you are located, we schedule the classes based on your convenience and time zone. You can plan to attend the training in sessions of 4 or 8 hr duration, based on how much time you can spend in a day.

Buy for group Are you planning to buy this course for a group? We have the best prices for you! Select ‘Buy for Group’ option and add to the cart. You will get a discount of 60 – 75% for a group of up to 10 participants. To make a group purchase, create your group name and add individual emails of up to 10 participants. Each participant will get the access to the course materials, exam and the certificate. We will arrange one live-online session for the entire group.