Course Information
Schedules
- 3 Dec 2025 (Wed) 9:30 AM - 5:00 PM
Registration period
15 Oct 2025 (Wed) - 2 Dec 2025 (Tue)
Price
HKD 1,680
(Early Bird Discount: Enrollees who complete their registration at least 3 weeks before the course commencement date will be eligible for the early bird discount.
Group Discount: Organizations that send three or more participants to the same class on the same day will receive a 10% discount off the regular price.)
(Early Bird Discount: Enrollees who complete their registration at least 3 weeks before the course commencement date will be eligible for the early bird discount.
Group Discount: Organizations that send three or more participants to the same class on the same day will receive a 10% discount off the regular price.)
Course Level
Study Mode
Duration
1 Day(s)
Language
Cantonese, English
Location
19/F., K. Wah Centre, 191 Java Road, North Point, Hong Kong
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Course Overview
What You'll Learn
After completing this course the participants should obtain an essential understanding of:
- The system approach to handling customer complaints;
- The requirements of ISO 10002:2018 and its implementation;
- The concept behind and application of the guidelines.
Who Should Attend
- Personnel handling complaints in companies, call centres, government agencies and industrial associations
- Anyone involved in the complaint management process
How You'll Learn
- Interactive presentations and group discussions (if any)
- Hands-on exercises
Delivery Mode, Language, Duration and Time
- In-person Training / eLearning
- Cantonese with English course materials
- The course is scheduled for 1 day, from 9:30 am to 5:00 pm each day, with a total of 6 training hours.
What You’ll Learn
Course Outline
1. Concept of customer behaviors and complaints-handling
- Research figures
- Value of existing customers
- Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations
- ISO customer satisfaction series
- The relationship with ISO 9001:2015 and ISO 9004:2009
- Guiding principles of complaints handling
- PDCA cycle and clause structure
2. Explanation of guidelines & application
- Documentation requirement
- Management commitment and responsibility
- Resources management
- Complaint-handling operation process
- Maintenance and improvement - how to continually improve the effectiveness of the process
3. Typical implementation process
4. Handling of potential problems during implementation
5. Certification process
