ISO 10002:2018 Customer Satisfaction Management System Basic Training
"Turn Complaints into Gifts, Feedback into Improvement!"
Customer complaints are the most honest mirror of a business's development. ISO 10002 training teaches that complaints are not just problems to be "solved," but opportunities for corporate reputation to transform into an unshakeable technical authority.
This training is not just theoretical slides; it is a strategy workshop structured with the "active auditor discipline", tested thousands of times in the field.
Training Content and Modules
Module 1: Basic Concepts and Strategic Perspective
- Technical Definition of Customer Satisfaction and Complaint Concepts.
- Integration of ISO 10002 with Other Standards (ISO 9001, etc.).
- Principles of Complaint Handling: Transparency, Accessibility, Responsiveness, and Impartiality.
Module 2: Complaint Handling Framework and Planning
- Building a Customer-Focused Culture: Top Management Commitment.
- Defining Policies and Objectives: "Zero Dissatisfaction" Vision.
- Complaint Management Process Responsibility and Authorization.
Module 3: Operational Management of Complaints (Implementation)
- Acceptance and Follow-up: Making the complaint traceable from the very beginning.
- Evaluation and Analysis: Getting to the root cause of the complaint (5 Whys Analysis, Fishbone Diagram, etc.).
- Solution and Response: Tailor-made solution approaches that exceed customer expectations.
- Closure: Finalizing the complaint and obtaining customer confirmation.
Module 4: Module: Monitoring, Measurement, and Continuous Improvement
- Complaint Management Performance Indicators (KPIs).
- Extracting Corporate Learning from Complaint Data.
- Management Review: Transforming Complaints into Strategic Decisions.
Who Should Take This Training?
- Customer Relationship Management (CRM) Managers and Specialists.
- Quality Management Representatives.
- Sales and After-Sales Service Teams.
- Business Owners and Corporate Development Professionals.
Why FMD Academy?
- Case Studies: We don't just read standard clauses; we examine "real-life crises" and "successful solution scenarios" distilled from our 16 years of auditing experience.
- Auditor's Perspective: We explain what an external auditor considers an "error" in a customer complaint file and what you should pay attention to when setting up the system.
- Practical Workshop: At the end of the training, participants will gain the competence to design a complaint flowchart and resolution protocol for their own businesses.
"Customer Satisfaction is Not a Coincidence, It's a Competent Management Style."