ISO 10002 Complaint Management System: Training & Certification

Course Title:

ISO 10002 Complaint Management System: Training & Certification

Duration:

2 Days

Overview:

This course covers ISO 10002, the international standard for effective complaint handling within organizations. It is designed to help participants understand and implement a Complaint Management System (CMS) that improves customer satisfaction, resolves issues efficiently, and meets compliance standards.

Certification Options:

1. ISO 10002 Certification Audit - A full audit to certify the organization as ISO 10002 compliant.

2. ISO 10002 Compliance Training Certification - A training certification for individuals, indicating they have completed the course and are qualified to implement ISO 10002 standards.

Both certifications meet UAE regulations in collaboration with accredited bodies such as TÜV, IAF, or Emirates International Accreditation Centre (EIAC), alongside the BiLMARUF Compliance Certification.

Who Should Attend:

Customer Service Managers, Quality Managers, Internal Auditors, Consultants, and any professional involved in complaint handling and customer satisfaction.

Course Outline:

Day 1: Understanding ISO 10002 & Complaint Management Principles

• Introduction to ISO 10002

  • Overview of ISO 10002 standards and benefits for organizations.

  • Key terms, definitions, and principles for effective complaint handling.

• Designing a Complaint Management System (CMS)

  • Steps to create a CMS that addresses and resolves complaints.

  • Interactive exercise: Mapping complaint resolution processes.

Day 2: Implementing ISO 10002 and Certification Process

• Complaint Handling Procedures and Improvement

  • Documentation, feedback channels, and corrective action steps.

  • Techniques for monitoring and continuous improvement.

• Audit Simulation & Certification Exam

  • Practical audit exercise and exam for BiLMARUF Compliance Certification.

Certification Options:

1. ISO 10002 Certification Audit:

   • Certification Body: Offered through recognized bodies like TÜV, IAF, or EIAC.

   • Recognition: Confirms the organization’s CMS meets ISO 10002 standards, reflecting commitment to quality complaint handling and customer satisfaction.

2. BiLMARUF Compliance Certification:

   • Certification Body: BiLMARUF, validating completion of ISO 10002 training.

   • Recognition: Confirms the participant’s understanding of ISO 10002 principles, valuable for those implementing or managing a CMS in line with international standards.