About this course
This course covers the principles and practices for handling customer complaints per ISO 10002, including complaint intake, investigation, resolution, and continual improvement.
Everything you get
✓
Live instructor-led sessions
✓
Downloadable complaint-handling templates
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Full learning management system access
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Practical case-study exercises
✓
Digital certificate on successful completion
Learning outcomes
OUTCOME 1
Explain the ISO 10002 framework for complaint management
OUTCOME 2
Design an effective complaint-handling process
OUTCOME 3
Investigate and resolve complaints fairly and consistently
OUTCOME 4
Use complaint data to drive continual improvement
Practical, job-ready skills
Where this can take you
Step 1
Complaints Officer
Handle and resolve customer complaints directly.
Step 2
Customer Experience Manager
Lead organization-wide complaint strategy.
Step 3
Quality Manager
Integrate complaint data into quality improvement.
Course modules
1
Module 1: Introduction to ISO 10002
2
Module 2: Complaint-Handling Process Design
3
Module 3: Investigation & Resolution Practices
4
Module 4: Communicating with Complainants
5
Module 5: Using Complaint Data for Improvement
Format & delivery
✓
Live virtual instructor-led sessions
✓
Case-study based practical exercises
How you're assessed
Assessment is through in-course activities and a final quiz. A certificate of completion is issued.
Who should attend
- Customer service managers and teams
- Quality and CX professionals
- Operations managers
- Anyone responsible for handling customer complaints
Frequently asked questions
What does this course cover? +
ISO 10002 principles for designing and managing effective complaint-handling processes.
Who should attend? +
Customer service managers, quality and CX professionals.
How long is the course? +
16 hours over 2 days.
Is this course relevant to call centers? +
Yes, particularly teams handling high volumes of customer complaints.
What is the assessment format? +
In-course activities plus a final quiz.