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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
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Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 10002 Quality Management Training | ISO Training in Albany, NY. 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.
Unlock your potential with The Knowledge Academy's ISO 10002 Quality Management Training | ISO Training in Albany, NY, 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.
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ISO 10002 Quality Management Training | ISO Training in Albany, NY FAQs
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
The duration of the ISO 10002 Quality Management Course is 1 day.
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.
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.
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.
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.
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.
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.
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.
The training fees for ISO 10002 Quality Management Trainingin Albany, NY starts from $1895
The Knowledge Academy is the Leading global training provider for ISO 10002 Quality Management Training.
Please see our ISO Certification courses available in Albany, NY
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"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
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