★★★★★
"The structure, the practice exams, the instructor — all top tier. Passed first try."
AS
Ranjan PradhanSenior Project Manager
— The journey
Course Outline
What the programme covers, module by module.
Module 1: Introduction to ISO 10002
- ISO 10002 overview
- Purpose and scope
- Customer satisfaction
- Complaint management
- Organisational benefits
- Customer-focused approach
Module 2: Understanding Customer Satisfaction
- Customer expectations
- Customer needs
- Satisfaction concepts
- Customer perceptions
- Feedback mechanisms
- Customer experience
Module 3: Complaint Management Fundamentals
- Definition of a complaint
- Types of complaints
- Sources of complaints
- Complaint lifecycle
- Complaint management objectives
- Business impact
Module 4: Guiding Principles for Complaint Handling
- Visibility
- Accessibility
- Responsiveness
- Objectivity
- Confidentiality
- Accountability
Module 5: Complaint-Handling Framework
- Organisational context
- Leadership commitment
- Complaint policy
- Responsibilities
- Resources
- Process ownership
Module 6: Complaint-Handling Policy
- Policy objectives
- Customer commitment
- Roles and responsibilities
- Communication
- Policy implementation
- Policy review
Module 7: Complaint Channels & Accessibility
- Communication channels
- Website and digital channels
- Telephone complaints
- Written complaints
- Accessibility considerations
- Customer guidance
Module 8: Receiving & Recording Complaints
- Complaint receipt
- Acknowledgement
- Information collection
- Complaint registration
- Categorisation
- Record management
Module 9: Initial Assessment & Prioritisation
- Initial evaluation
- Complaint severity
- Urgency
- Customer impact
- Risk considerations
- Prioritisation
Module 10: Complaint Investigation
- Gathering evidence
- Reviewing information
- Interviewing relevant parties
- Identifying facts
- Root cause identification
- Investigation records
Module 11: Complaint Response & Communication
- Customer communication
- Response standards
- Managing expectations
- Providing updates
- Professional communication
- Response documentation
Module 12: Complaint Resolution & Escalation
- Resolution options
- Corrective response
- Escalation criteria
- Management involvement
- Resolution communication
- Complaint closure
Module 13: Root Cause Analysis
- Problem identification
- 5 Whys
- Cause-and-effect analysis
- Recurring complaints
- Root causes
- Improvement opportunities
Module 14: Monitoring Complaint Performance
- Complaint volumes
- Response times
- Resolution times
- Recurring issues
- Performance indicators
- Complaint trends
Module 15: Complaint Analysis & Reporting
- Complaint data
- Trend analysis
- Categorisation
- Management reports
- Customer feedback analysis
- Performance reporting
Module 16: Corrective Action & Continual Improvement
- Corrective actions
- Preventing recurrence
- Process improvements
- Lessons learned
- Management review
- 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 Foundation program provides working professionals with foundational knowledge of customer complaint management based on ISO 10002 guidance. Participants learn customer-focused principles, complaint-handling frameworks, policies and responsibilities, complaint receipt and recording, assessment, investigation, communication, resolution, escalation, monitoring, performance evaluation, root cause analysis, corrective actions, and continual improvement.