ISO 10002 – Complaints Management
Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 Complaints Management can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.
Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them.
Course Content:
- Introduction
- Scope
- Normative references
- Terms and definitions
- Guiding principles
- Complaints-handling framework
-
Planning and design
- Operation of complaints-handling process
- Maintenance and improvement
Training Track : ISO 10002 – Complaints Management
Duration : Two Month
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