ISO 10002:2018 Awareness Training by Tonex
This comprehensive course provides a thorough understanding of ISO 10002:2018, focusing on customer satisfaction and complaint handling. Participants will gain insights into the key principles, requirements, and implementation strategies outlined in the standard.
Tonex’s expert instructors guide learners through real-world scenarios, ensuring a practical understanding of ISO 10002:2018 and its significance in enhancing customer satisfaction and organizational reputation.
ISO 10002:2018 Awareness Training offers a comprehensive exploration of the internationally recognized standard dedicated to customer satisfaction and complaint handling. This course equips participants with a deep understanding of the fundamental principles and requirements outlined in ISO 10002:2018.
Delivered by Tonex’s expert instructors, the training focuses on practical applications, guiding learners through real-world scenarios to enhance their skills in identifying, analyzing, and resolving customer complaints systematically.
Professionals across various industries benefit from this program, gaining the knowledge and tools needed to integrate ISO 10002:2018 into existing quality management systems, ultimately improving customer satisfaction and organizational reputation.
Learning Objectives:
- Understand the fundamentals of ISO 10002:2018 and its role in quality management.
- Gain insight into the principles and requirements of ISO 10002:2018 for effective complaint handling.
- Learn how to implement ISO 10002:2018 in practical business scenarios.
- Acquire skills to identify and analyze customer complaints systematically.
- Explore strategies to improve customer satisfaction through effective complaint resolution.
- Develop the ability to integrate ISO 10002:2018 into existing quality management systems.
Audience: This course is designed for professionals involved in quality management, customer service, and organizational improvement. It is particularly beneficial for:
- Quality Managers
- Customer Service Managers
- Compliance Officers
- Operations Managers
- Auditors
- Anyone involved in enhancing customer satisfaction and complaint handling processes.
Course Outline:
Introduction to ISO 10002:2018
- Overview of ISO standards
- Importance of ISO 10002:2018 in customer satisfaction
Key Principles of ISO 10002:2018
- Customer focus and satisfaction
- Leadership commitment
- Process approach in complaint handling
Requirements of ISO 10002:2018
- Documentation and record-keeping
- Complaint resolution and closure
- Continuous improvement
Implementing ISO 10002:2018
- Integration with existing quality management systems
- Training and awareness for organizational stakeholders
- Establishing effective communication channels
Customer Complaint Identification and Analysis
- Techniques for systematic complaint identification
- Root cause analysis for effective resolution
- Metrics and indicators for tracking and analysis
Improving Customer Satisfaction
- Strategies for proactive complaint prevention
- Best practices in customer communication
- Monitoring and measuring customer satisfaction post-implementation