ISO 10002 Customer Satisfaction & Complaints Lead Auditor

Module 1: Introduction to ISO 10002

• ISO 10002 overview
• Purpose and scope
• Customer satisfaction
• Complaint management
• Organisational context
• Customer-focused approach

Module 2: ISO 10002 Guiding Principles

• Commitment
• Capacity
• Transparency
• Accessibility
• Responsiveness
• Objectivity

Module 3: Additional Complaint-Handling Principles

• Confidentiality
• Accountability
• Integrity of information
• Customer-focused communication
• Fairness
• Continual improvement

Module 4: Complaint-Handling Framework

• Organisational commitment
• Complaint policy
• Responsibilities
• Resources
• Process ownership
• Framework evaluation

Module 5: Complaint-Handling Process

• Complaint receipt
• Tracking
• Acknowledgement
• Initial assessment
• Investigation
• Response and closure

Module 6: Customer Satisfaction & Feedback

• Customer expectations
• Feedback channels
• Satisfaction information
• Complaint trends
• Customer perceptions
• Improvement opportunities

Module 7: Fundamentals of Auditing

• Audit concepts
• Audit objectives
• Audit scope
• Audit criteria
• Audit evidence
• Audit findings

Module 8: Principles of Auditing

• Integrity
• Fair presentation
• Due professional care
• Confidentiality
• Independence
• Evidence-based approach

Module 9: Risk-Based Audit Approach

• Risk identification
• Audit priorities
• High-risk complaints
• Customer impact
• Process risks
• Audit focus

Module 10: Audit Programme Management

• Audit programme objectives
• Audit schedules
• Resources
• Responsibilities
• Programme risks
• Performance monitoring

Module 11: Audit Planning

• Audit objectives
• Scope and criteria
• Audit timetable
• Process selection
• Resource planning
• Audit plan preparation

Module 12: Audit Team Management

• Lead auditor responsibilities
• Team selection
• Task allocation
• Team communication
• Auditor coordination
• Managing audit activities

Module 13: Pre-Audit Document Review

• Complaint policy
• Procedures
• Process maps
• Complaint records
• Performance reports
• Previous audit findings

Module 14: Developing Audit Checklists

• Audit questions
• Process-based checklists
• Evidence requirements
• Sampling considerations
• Audit trails
• Checklist limitations

Module 15: Opening Meeting

• Introductions
• Confirming objectives
• Confirming scope
• Audit methodology
• Communication arrangements
• Questions and clarification

Module 16: Audit Interview Techniques

• Effective questioning
• Open questions
• Closed questions
• Active listening
• Follow-up questions
• Interview documentation

Module 17: Collecting Audit Evidence

• Records
• Observations
• Interviews
• Complaint samples
• Performance information
• Evidence verification

Module 18: Complaint Sampling

• Sampling principles
• Selecting complaint records
• High-risk cases
• Recurring complaints
• Closed complaints
• Representative sampling

Module 19: Auditing Complaint Receipt & Recording

• Accessibility
• Complaint channels
• Registration
• Acknowledgement
• Classification
• Traceability

Module 20: Auditing Investigation Processes

• Investigation methods
• Evidence gathering
• Objectivity
• Responsibilities
• Timeliness
• Investigation records

Module 21: Auditing Resolution & Closure

• Resolution decisions
• Customer communication
• Escalation
• Closure criteria
• Customer response
• Resolution records

Module 22: Auditing Customer Satisfaction Monitoring

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

Module 23: Evaluating Root Cause Analysis

• Root cause methodology
• 5 Whys
• Cause-and-effect analysis
• Recurring issues
• Evidence of causes
• Effectiveness of analysis

Module 24: Audit Findings

• Conformity
• Nonconformity
• Observations
• Improvement opportunities
• Evidence-based findings
• Finding statements

Module 25: Writing Effective Findings

• Objective evidence
• Clear descriptions
• Audit criteria
• Supporting evidence
• Impact
• Finding consistency

Module 26: Closing Meeting

• Presenting findings
• Explaining conclusions
• Resolving misunderstandings
• Management communication
• Corrective action expectations
• Audit closure

Module 27: Audit Reporting

• Audit report structure
• Executive summary
• Scope and objectives
• Findings
• Conclusions
• Report distribution

Module 28: Corrective Action & Follow-Up

• Corrective action plans
• Root cause review
• Action responsibilities
• Target dates
• Effectiveness verification
• Follow-up audits

Module 29: Leading Complex Audits

• Managing difficult situations
• Auditor judgement
• Conflict management
• Time management
• Team coordination
• Professional conduct

Module 30: Complete ISO 10002 Audit Simulation

• Audit planning
• Document review
• Complaint sampling
• Evidence collection
• Findings development
• Reporting and follow-up