ISO 10002 Quality Management Training | ISO Training in Hong Kong

Home

Courses

ISO Certification

ISO 10002 Quality Management Training

Hong Kong

Acquire skills for planning, designing, and developing different objectives and activities
Become familiar with tracking, investigating and closing the different complaints
Understand the evaluation of the satisfaction with the complaint in handling process

Dates & Prices Dates & Prices

Course information

ISO 10002 Quality Management Training Course Outline

Module 1: Introduction to ISO 10002

Scope
Normative References
Terms and Definition

Module 2: Guiding Principles

General
Commitment
Capacity
Transparency
Accessibility
Responsiveness
Objectivity and Charges
Information Integrity
Confidentiality
Customer-Focused Approach
Accountability and Improvement
Competence and Timeliness

Module 3: Complaints – Handling Framework

Context of the Organisation
Leadership and Commitment
Policy
Responsibility and Authority

Module 4: Planning, Design, and Development

General
Objectives
Activities
Resources

Module 5: Operations of Complaints – Handling Process

Communication
Receipt of Complaints
Tracking of Complaints
Acknowledgement of Complaints
Initial Assessment of Complaints
Investigation of Complaints
Communicating the Decision
Closing Complaints

Module 6: Maintenance and Improvement

Collection of Information
Analysis and Evaluation of Complaints
Handling Process
- Evaluation of the Satisfaction with the Complaint
- Monitoring of the Complaints
- Auditing of the Complaints
- Management Review of the Complaints
Continual Improvement

Who should attend this ISO 10002 Quality Management Training Course?

This ISO 10002 Quality Management Course helps professionals acquire the skills and knowledge needed to manage customer complaints, enhance customer satisfaction, and establish robust complaint handling processes within their organisations. The following professionals can greatly benefit from attending this course:

Customer Service Managers and Representatives
Complaint Handling Teams
Sales Representatives
Quality Managers and Officers
Process Improvement Specialists
Customer Experience Professionals
Compliance Officers
IT Professionals

Prerequisites of this ISO 10002 Quality Management Training Course

There are no formal prerequisites for this ISO 10002 Quality Management Course. However, familiarity with quality management concepts can be beneficial for the delegates.

ISO 10002 Quality Management Training Course Overview

ISO 10002 centres on customer satisfaction and complaint management within Quality Management systems. Its relevance lies in fostering robust processes for handling customer complaints, enhancing customer satisfaction, and maintaining loyalty, which is vital for business success in competitive markets driven by customer experience.

Proficiency in ISO 10002 is essential for Customer Service Managers, Quality Assurance Professionals, and those responsible for managing customer complaints. Mastery of this standard enables them to implement effective complaint-handling processes, improve customer relations, and enhance overall service quality, which is crucial for retaining customers and fostering brand loyalty.

This 1-day Training immerses delegates in ISO 10002's principles, covering complaint management, customer satisfaction strategies, and quality improvement. Delegates gain insights into implementing effective complaint-handling systems, improving customer satisfaction, and aligning processes with ISO standards, empowering them to manage complaints effectively and enhance overall service quality.

Course Objectives

To implement effective complaint-handling processes within organisations
To improve customer satisfaction and loyalty through complaint management
To enhance overall service quality and customer relations
To align complaint-handling systems with ISO standards for quality management
To foster a customer-centric approach in complaint management practices

Delegates completing this course will possess comprehensive expertise in ISO 10002, equipping them to implement effective complaint-handling processes aligned with international standards. They'll be capable of improving customer satisfaction, fostering loyalty, and enhancing overall service quality by effectively managing complaints.

What’s included in this ISO 10002 Quality Management Course?

ISO 10002 Quality Management Examination
World-Class Training Sessions from Experienced Instructors
ISO 10002 Quality Management Certificate
Digital Delegate Pack

ISO 10002 Quality Management Training Exam Information

To achieve the ISO 10002 Quality Management Training, candidates will need to sit for an examination. The exam format is as follows:

Question Type: Multiple Choice
Total Questions: 30
Total Marks: 30 Marks
Pass Mark: 50%, or 15/30 Marks
Duration: 40 Minutes

Why choose us

Our Hong Kong venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Hong Kong is an autonomous territory of the People’s Republic of China and can be located on the southern coast of China. Hong Kong has a population of around 7 million people. The education system in Hong Kong is mostly based around the English system and it is overseen by the Education Bureau and the Social Welfare Department. One of the earliest schools in Hong Kong was Li Ying College established in 1075. The education level begins with preschool education that is payable education, paid by pupil’s parents. The primary and secondary education is mandatory for every child in Hong Kong to attend from the age of 6 to 18. Higher education remains exclusive in Hong Kong and adult education is a growing sector in Hong Kong, with two non-profit school running evening courses. The University of Hong Kong was founded in 1911 and is the oldest tertiary (higher education) institution in Hong Kong and is organised into 10 academic faculties with English as the main language of instruction. The Education Bureau in Hong Kong also provides educational services for immigrant children from mainland China and other countries. Hong Kong also has 175 internal schools.

Address

62/F & 66/F
The Center
99 Queens Road
Central
Hong Kong

T: +852 2592 5349

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 10002 Quality Management Training | ISO Training in Hong Kong. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's ISO 10002 Quality Management Training | ISO Training in Hong Kong, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Learn more in our FAQs

What our customers are saying

so helpful, thank you.

Bashayer Al-Makhlif

ISO 10002 Quality Management Training | ISO Training in Hong Kong FAQs

What is ISO?

ISO (International Organisation for Standardisation) is a globally recognised body that develops international standards across various industries. These standards ensure consistency, quality, safety, and efficiency in products, services, and systems. The Knowledge Academy offers a variety of ISO training courses to help individuals and organisations achieve these standards.

What is ISO 10002?

ISO 10002 is the international standard for handling customer complaints. It provides guidelines for organisations to implement an effective and efficient complaints management system. This helps improve customer satisfaction by addressing complaints in a structured manner.

What is ISO 10002 Quality Management?

ISO 10002 Quality Management focuses on customer satisfaction and complaint resolution processes. It ensures organisations have a system in place to handle customer grievances effectively, leading to better service quality and continuous improvement.

What is the ISO standard for Quality Management?

The ISO standard for Quality Management is ISO 9001. It outlines requirements for a Quality Management system (QMS) that helps organisations meet customer and regulatory expectations. ISO 9001 is widely adopted to ensure high-quality products and services.

What is the ISO standard for customer complaints?

The ISO standard for customer complaints is ISO 10002. It offers guidelines on managing customer feedback, complaints, and suggestions in a way that promotes customer satisfaction and enhances organisational performance.

Are there any prerequisites to attending this ISO 10002 Quality Management Course?

There are no formal prerequisites for attending the ISO 10002 Quality Management Course. However, a basic understanding of Quality Management systems or customer service practices may be beneficial. The course is open to anyone interested in improving customer satisfaction.

Who should attend this ISO 10002 Quality Management Training Course?

This course is ideal for Customer Service Managers, Quality Assurance Professionals, and anyone responsible for handling customer feedback or complaints. It’s also suitable for individuals looking to enhance their understanding of Quality Management principles.

What will I learn in this training course?

In this course, you will learn the principles and guidelines of ISO 10002, including how to implement an effective complaints management system, handle customer feedback efficiently, and enhance overall customer satisfaction. You'll also explore strategies for continuous improvement.

Why should I take this training?

You should take this training to enhance your skills in managing customer complaints and improving customer satisfaction. It equips you with tools to build trust and loyalty by addressing concerns effectively, which is vital for maintaining a positive brand image.

What does this ISO 10002 Quality Management Certification aim to achieve?

This certification aims to provide individuals with the knowledge and skills to implement ISO 10002's complaints management system. It enables organisations to handle customer feedback more efficiently, resulting in higher customer satisfaction and improved service quality.

What are the benefits of this ISO 10002 Quality Management Training?

The benefits of this training include improved customer satisfaction, enhanced complaint handling processes, and increased organisational efficiency. By mastering ISO 10002, you’ll contribute to building a strong customer-oriented culture within your organisation.

What is the difficulty level for the ISO 10002 Quality Management Course?

The ISO 10002 Quality Management Course is designed to be accessible to a wide range of learners. Whether you are new to Quality Management or looking to enhance your existing skills, the course is structured to accommodate all learning levels.

What is the significance of holding this ISO 10002 Certification?

Holding an ISO 10002 Certification demonstrates your expertise in customer complaint management and enhances your professional credibility. It shows your commitment to quality and customer satisfaction, which can open doors to new career opportunities.

What is included in this Quality Management Online Course?

This course includes comprehensive training materials, case studies, and interactive sessions. You will also receive guidance on applying ISO 10002 standards to real-world scenarios, along with access to a network of Quality Management professionals for support.

Which individuals or roles require this ISO 10002 Certification Training?

Individuals responsible for customer service, Quality Management, and client relations will benefit from this certification training. It’s also valuable for managers looking to improve customer satisfaction and build a robust complaint management system within their organisation.

What is the duration of this Quality Management Course?

The duration of the ISO 10002 Quality Management Course is 1 day.

Do you provide corporate training for this ISO 10002 Course?

Yes, The Knowledge Academy offers corporate training solutions tailored to the specific needs of your organisation. We can deliver the ISO 10002 course onsite or virtually, ensuring your team benefits from comprehensive, practical training.

Do you offer 24/7 support for these training courses?

Yes, we offer 24/7 support for all our online training courses. Our dedicated team is available to assist with any questions or concerns you may have, ensuring a smooth and productive learning experience.

What to do after this training?

After completing this training, you can apply your knowledge to implement or improve your organisation’s complaint management system. You may also choose to pursue further ISO certifications to expand your expertise in Quality Management.

Do you provide a self-paced Quality Management Online Course?

Yes, we offer a self-paced option for the ISO 10002 Quality Management Course. This allows you to learn at your own convenience, providing flexibility for busy professionals looking to upskill at their own pace.

Who should I contact if I am unable to access the ISO 10002 Course?

If you experience any issues accessing the ISO 10002 Course, please contact our support team. We are available 24/7 to assist you and ensure you can start or continue your learning journey without delays.

What kind of jobs can I expect based on this certification training course?

With an ISO 10002 certification, you can pursue roles such as Quality Manager, Customer Service Manager, or Compliance Officer. This certification is highly valued in industries focused on customer satisfaction and continuous improvement.

Is there an examination for this ISO 10002 Quality Management Course?

Yes, there is an examination at the end of this course to assess your understanding of ISO 10002 principles. Successfully passing the exam will earn you the ISO 10002 Quality Management Certification, demonstrating your expertise in this field.

What is the cost/training fees for ISO 10002 Quality Management Training in Hong Kong?

The training fees for ISO 10002 Quality Management Trainingin Hong Kong starts from HKD11495

Which is the best training institute/provider of ISO 10002 Quality Management Training in Hong Kong?

The Knowledge Academy is the Leading global training provider for ISO 10002 Quality Management Training.

What are the best ISO Certification courses in Hong Kong?

Please see our ISO Certification courses available in Hong Kong

Why choose us

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

Looking for more information on ISO Certification?

Back to course information

Upcoming classes
Package deals

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +852 2592 5349 and speak to our training experts, we should be able to help you with your requirements.

Book now