Course description

This course provides a practical, standards‑aligned introduction to ISO 10002:2018, the international guideline for complaints handling and customer satisfaction. Participants will learn how to design, implement, and maintain an effective complaints management system that is open, fair, and easy for customers to use. The course covers the key principles, process framework, and documentation requirements of ISO 10002, with emphasis on resolving complaints systematically, analyzing root causes, and using feedback to improve products, services, and customer experience. It is designed for professionals involved in quality, customer service, and operational improvement across all sectors.

What you’ll learn

By the end of the course, you will be able to:

• Understand the scope, structure, and principles of ISO 10002:2018.

• Design and implement a customer-focused complaints-handling process.

• Define roles and responsibilities in handling and resolving complaints.

• Establish fair, transparent, and accessible procedures for customers.

• Collect and analyze feedback and complaints data for continual improvement.

• Align complaints handling with ISO 9001 quality management systems.

• Communicate decisions and outcomes effectively to stakeholders.

• Monitor performance indicators related to customer satisfaction.

• Ensure legal and regulatory compliance in complaint resolution.

• Prepare documentation and records to support certification or internal audits.

Who should attend

• Customer Service and Support Managers

• Quality Assurance and ISO 9001 Practitioners

• Compliance and Risk Managers

• CRM and Operations Managers

• Call Center Supervisors and Service Coordinators

• Consultants supporting customer satisfaction programs

Recommended

• Familiarity with basic customer service or quality systems is helpful

• No prior ISO 10002 experience required

• Useful for both public-facing and B2B organizations across industries