ISO 10002 training introduces the customer satisfaction and complaints handling system that ensures customer complaints are handled effectively, fairly and with customer focus. It builds the ability to manage a complaint not as a problem but as an opportunity for improvement. A certificate of attendance is issued to participants.
ISO 10002 training teaches how customer satisfaction and complaints handling are addressed within a system. The training covers customer satisfaction and complaint concepts, the principles of ISO 10002 (visibility, accessibility, responsiveness, objectivity, no charge, confidentiality, customer focus, accountability, continual improvement), the complaints handling framework and policy, the steps of the complaints process (receiving the complaint, recording it, validating it, assessing it, resolving it, informing the customer and closing it), the analysis of complaint data and the handling of root causes, satisfaction measurement and continual improvement. The training highlights the effect of complaints handling on customer loyalty and brand reputation and is reinforced with real complaint scenarios. ISO 10002 supports the customer focus requirement of ISO 9001.
The training suits customer service and call center teams, sales and marketing, quality teams and all employees in contact with customers; there is no prerequisite. A certificate of attendance or achievement is issued at the end of the training. ISO 10002 training does not by itself give the organization its ISO 10002 certificate; certification is obtained through the audit of an accredited certification body, and the training prepares you for that process. Complaints handling strengthens ISO 9001 customer focus and can be managed digitally with QMS Software. Sistem Patent Kalite both delivers the training and can provide consulting during the ISO 10002 certification process (see our ISO 10002 Certificate page).
Note: Training is delivered by Sistem Patent Kalite (Academy); participants receive a certificate of attendance or achievement. Training alone does not grant the related ISO certificate; certification is issued after the audit of an accredited certification body, and the training prepares you for that process. Internationally recognized qualifications such as Lead Auditor depend on the course being accredited or approved (for example by Exemplar Global or IRCA). Duration and scope are set according to your needs ().
ISO 10002 is a guidance standard for handling customer complaints in organizations, and many organizations are certified against this system. The training teaches the principles of the standard and the complaints process in a practical way.
A complaint is feedback from a dissatisfied customer and an opportunity for improvement; a well handled complaint strengthens customer loyalty and brand reputation. ISO 10002 teaches how to turn a complaint into value.
ISO 9001 requires customer focus and the monitoring of customer satisfaction; ISO 10002 strengthens that requirement by addressing complaints handling in detail. Together they manage customer satisfaction systematically.
Yes, a certificate of attendance or achievement is issued to participants. This is not the organization's ISO 10002 certificate; certification is obtained through the audit of an accredited certification body.
We will design the course around your team; you can also assign courses through the corporate training software (LMS) and track completion and certificates of attendance from a single platform.