Hong Kong Quality Assurance Agency

[MT14] ISO 10002: 2018 Customer Satisfaction - Guidelines for Complaints Handling - Understanding & Application

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Course Information

  • 30 Jan 2023 (Mon) 9:30 AM - 5:00 PM
  • 15 Mar 2023 (Wed) 9:30 AM - 5:00 PM
Registration period
28 Nov 2022 (Mon) - 14 Mar 2023 (Tue)
HKD 1,580
Course Level
Study Mode
1 Day(s)
19/F K Wah Centre 191 Java Road North Point Hong Kong

Course Overview

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


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.



 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​



  • 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.

  • To provide a more comprehensive certificate service, please fill in the participant's name according to the identification document (as standard) when submitting the application form.


Click to explore E-learning schedule


Should you have any questions, please free feel to contact Ms. Joanne Chan during office hour.

Tel: (852) 2202 9330 / (852) 6050 8153         Email: training@hkqaa.org

Office Hour: 9 a.m. to 6 p.m. (Monday to Friday)

What You’ll Learn

Course contents 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​

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