ISO 10002:2004

CUSTOMER SATISFACTION COMPLAINTS HANDLING IN ORGANIZATIONS – ISO 10002:2004

COURSE BACKGROUND

A lost client is often a customer who has not received the appropriate handling after a complaint. It is well known that customer retention is cheaper than acquisition of a new client. Therefore, the process of handling of customer complaints and turning it into improvement should be well controlled to ensure this retention and the growth of your client base. The proper channelling of customer feedback could also provide valuable improvement opportunities throughout the organization.

PARTICIPANTS

The course is targeted to managers and quality managers of organizations that

• Wish to improve the management of customer complaints and response
• Wants to get an efficient complaints-handling process
• Wish to enhance customer satisfaction through proper complaints handling
• Want to get assessed against the requirements of ISO 10002:2004

WORK DESIGN

A combination of group and individual work with the practical application of knowledge gained during the workshop.

LEARNING OBJECTIVES

SGS has developed a 1.5 days course that explores all the key business implications involved in handling and resolving complaints customer feedback. The course is designed to help organisations get the most out of registering the complaint and customer feedback processes developed in accordance to ISO 10002.

TOPICS

• Introduction to the Customer Satisfaction – Guideline for Complaints Handling in Organizations standard ISO 10002:2004
• What is complaint management?
• Turning customer complaints into customer inputs
• Guiding principles
  • General
  • Visibility
  • Accessibility
  • Responsiveness
  • Objectivity
  • Charges
  • Confidentiality
  • Customer-focused approach
  • Accountability
  • Continual improvement
• Case studies
• Q&A

PRE WORK

No pre-work required

PRE-REQUISITES

No pre-requisites

ASSESSMENT

No assessment

AWARD

Certificate of attendance

DURATION

1.5 days course (12Hrs)
Day 1: 8:30 – 17:00
Day 2: 8:30 – 12:00

FEES

MUR 18,500 per participant

MQA approved

HOW TO REGISTER

1st Step: Fill in the enclosed Registration Form and fax it back to SGS on 696 7088.
2nd Step: A confirmation letter will be sent to you to acknowledge receipt of your Registration Form.
3rd Step: SGS will send invoice to contact person.
4th Step: Once payment is received, SGS will issue receipt.
5th Step: Certificate of attendance will be issued within 2 weeks after completion of the course.

START TODAY

SGS team is happy to help you with any questions.

Please contact:
SGS (Mauritius) Ltd
Valentina, Phoenix, Mauritius
t: (230) 696 8808
f: (230) 696 7088
Email
www.mu.sgs.com