Course Overview

Ensuring customer satisfaction is essential for business success, and effective complaint management can enhance brand reputation and customer loyalty. This training course provides a comprehensive understanding of ISO 10002 (Complaint Handling) and ISO 10004 (Customer Satisfaction Monitoring and Measurement) to help organizations manage customer feedback effectively.

Through interactive discussions, case studies, and practical exercises, participants will learn how to implement a structured approach to handling complaints and measuring customer satisfaction in alignment with international best practices.

Duration

🕒 2 Days (Total: 16 Hours)

Course Objectives

By the end of this course, participants will:

✅ Understand the principles and framework of ISO 10002:2018 & ISO 10004:2018.

✅ Learn how to establish an effective customer complaint management system.

✅ Gain insights into customer satisfaction monitoring and measurement techniques.

✅ Identify ways to enhance customer experience and loyalty.

✅ Develop skills to analyze customer feedback and drive continuous improvement.

✅ Improve organizational performance through proactive customer engagement.

Who Should Attend?

This course is ideal for:

• Customer service managers and representatives responsible for complaint handling.
• Quality managers and professionals overseeing customer satisfaction programs.
• Business owners and executives looking to enhance customer loyalty.
• Sales, marketing, and customer relations teams aiming to improve service excellence.
• Anyone involved in customer experience management and continuous improvement.

Course Contents

📌 Introduction to Customer Satisfaction & Complaint Management – Importance and benefits
📌 Overview of ISO 10002 & ISO 10004 – Key principles and requirements
📌 Complaint Handling Process (ISO 10002:2018) – Designing an effective complaint management system
📌 Customer Satisfaction Measurement (ISO 10004:2018) – Tools and methodologies
📌 Analyzing and Improving Customer Feedback – Root cause analysis and corrective actions
📌 Best Practices & Case Studies – Real-world examples of successful implementation

Certification

📜 Upon successful completion of the course, participants will receive a Certificate of Completion from the RIMAN Training Center, recognizing their expertise in Customer Satisfaction & Complaint Management.