Hong Kong Quality Assurance Agency

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

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Course Information

Schedules
  • 10 Feb 2022 (Thu) 9:30 AM - 5:00 PM
Registration period
7 Dec 2021 (Tue) - 9 Feb 2022 (Wed)
Price
HKD 1,580
Course Level
Study Mode
Duration
1 Day(s)
Language
Cantonese
Location
19/F K Wah Centre 191 Java Road North Point Hong Kong
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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.
 
 

 

What You’ll Learn

Course contents

·             Concept of customer behaviors and complaints-handling
Ø Research figures
Ø Value of existing customers
Ø   Introduction to ISO 10002:2018 - Customer Satisfaction - Guidelines for Complaints Handling in organizations
Ø ISO customer satisfaction series
Ø The relationship with ISO 9001:2015 and ISO 9004:2009
Ø Guiding principles of complaints handling
Ø PDCA cycle and clause structure
·             Explanation of guidelines & application
Ø Documentation requirement

Ø Management commitment and responsibility

Ø Resources management

Ø Complaint-handling operation process

Ø 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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