Hong Kong Quality Assurance Agency

ISO 10002:2018 Customer Satisfaction -Guidelines for Complaints Handling - Understanding & Application

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Course Information

  • 1 Aug 2021 (Sun) 9:30 AM - 5:00 PM
  • 14 Sep 2021 (Tue) 9:30 AM - 5:00 PM
  • 12 Oct 2021 (Tue) 9:30 AM - 5:00 PM
Registration period
8 Jul 2021 (Thu) - 11 Oct 2021 (Mon)
HKD 1,580
(Course Fee (Early Bird): HKD 1380)
Course Level
Study Mode
1 Day(s)
19/F K Wah Centre 191 Java Road North Point Hong Kong

Course Overview

Who should attend

  • Personnel handling complaints in companies, call centres, government agencies and industrial associations
  • Anyone involved in the complaint management process
Course objectives
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.
Presentation, workshop, discussion & exercise
Certificate of attendance
Certificate of attendance will only be issued to participants who have attended more than 90% of the course hours.
Should you have any questions, please contact Ms. Joanne Chan at 6050 8153 during office hour (9 a.m. to 6 p.m.). 


What You’ll Learn

Course contents

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

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   

Typical implementation process
Handling of potential problems during implementation
Certification process

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