ISO & Quality Standards · PPL

ISO 10002 Customer Satisfaction & Complaints Awareness

An awareness-level program introducing ISO 10002 principles for customer satisfaction, complaint handling, effective communication, resolution processes, monitoring, and continual improvement.

  • ⏱1Duration
  • ◈PPLAccredited
  • ◐3 LanguagesArabic · English · Hindi
  • ◆₹1,399.00 Per delegate

This course is accredited by PPL

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— The journey

Course Outline

What the programme covers, module by module.

Module 1: Introduction to ISO 10002

  • Purpose of ISO 10002
  • Customer satisfaction concepts
  • Complaint management
  • Organisational benefits
  • Customer expectations
  • Complaint-handling awareness

Module 2: Principles of Effective Complaint Handling

  • Visibility
  • Accessibility
  • Responsiveness
  • Objectivity
  • Confidentiality
  • Customer-focused approach

Module 3: Complaint Handling Framework

  • Organisational commitment
  • Complaint-handling policy
  • Responsibilities
  • Resources
  • Communication channels
  • Process ownership

Module 4: Receiving & Recording Complaints

  • Complaint channels
  • Acknowledging complaints
  • Capturing information
  • Complaint records
  • Categorisation
  • Initial assessment

Module 5: Assessment & Investigation

  • Evaluating complaints
  • Prioritisation
  • Gathering information
  • Identifying causes
  • Fair investigation
  • Maintaining records

Module 6: Responding & Resolving Complaints

  • Customer communication
  • Resolution options
  • Corrective responses
  • Escalation
  • Closing complaints
  • Customer feedback

Module 7: Monitoring Customer Satisfaction

  • Customer feedback
  • Complaint trends
  • Performance indicators
  • Response times
  • Recurring issues
  • Satisfaction monitoring

Module 8: Improvement of Complaint Handling

  • Complaint analysis
  • Root cause awareness
  • Corrective actions
  • Preventive improvement
  • Lessons learned
  • Continual improvement
— 01.2 · Is it right for you?

Who it's for & what's included

Pick a delivery method to see exactly who it suits and everything you receive.

Who it's for

Classroom

Best for learners who want face-to-face tuition and to network with peers in person.

What's included

Everything you get

  • ✓ Live instructor on-site
  • ✓ Printed workbook & materials
  • ✓ Group exercises & case studies
Who it's for

Online Instructor-Led

Best for learners who want a live instructor and a fixed schedule, without the travel.

What's included

Everything you get

  • ✓ Live instructor via video call
  • ✓ Digital workbook & resources
  • ✓ Session recordings
Who it's for

Self-Paced

Best for self-motivated learners who need maximum flexibility around work and life.

What's included

Everything you get

  • ✓ On-demand video lessons
  • ✓ Interactive quizzes
  • ✓ 24/7 access on any device
— About this course

Course Overview

The ISO 10002 Customer Satisfaction & Complaints Awareness program provides working professionals with a practical understanding of effective complaint-handling practices based on ISO 10002 guidance. Participants learn customer satisfaction principles, complaint-handling frameworks, accessibility, responsiveness, objectivity, confidentiality, complaint receipt and assessment, investigation, communication, resolution, escalation, monitoring, analysis, and continual improvement.

— What you will master

Course Objectives

01

Understand the purpose and key principles of ISO 10002.

02

Recognise the importance of customer satisfaction and effective complaint handling.

03

Understand how complaints should be received, recorded, assessed, and investigated.

04

Apply customer-focused communication during complaint resolution.

05

Recognise the importance of fairness, accessibility, responsiveness, and confidentiality.

06

Understand complaint escalation and closure practices.

07

Monitor complaint trends and customer satisfaction information.

08

Support continual improvement through complaint analysis and organisational learning.

— Questions answered

Frequently Asked Questions

What is ISO 10002?
ISO 10002 provides guidance for organisations on establishing and improving processes for handling customer complaints and supporting customer satisfaction.
Who should attend this course?
The course is suitable for working professionals, customer service teams, quality personnel, operations staff, supervisors, and employees involved in customer interaction or complaint handling.
Do I need previous ISO knowledge?
No. This is an awareness-level program designed to introduce the fundamental concepts and practices of customer satisfaction and complaint management.
What complaint-handling topics are covered?
The program covers complaint receipt, recording, assessment, investigation, communication, resolution, escalation, monitoring, analysis, and continual improvement.
How can this course help in the workplace?
It helps participants understand how to handle complaints consistently, communicate effectively with customers, support fair resolution, and use customer feedback to improve organisational processes.
— Trusted by learners

What our delegates say

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