Training · ISO 10002 · Perform

ISO 10002 complaints management

One day to turn complaints handling into a source of improvement, with a process the customer understands and the auditor recognizes.

Duration: 1 day
Formats: On site · Live virtual classroom · Tailored in-house
Languages: FR · AR

Request a programme and a quote Download the programme (PDF)

Build a handling process in line with the guidance
Acknowledge and track a complaint through to closure
Connect complaints to the corrective actions of the quality system
Measure satisfaction after the complaint is handled

Course programme

Programme as PDF

Guiding principles
- Visibility, accessibility and responsiveness of the process
- Objectivity, no charge and confidentiality
- Top management commitment and accountability
Handling process
- Receipt, recording and acknowledgement
- Assessment, investigation and decision
- Response to the complainant and closing the case
Analysis and improvement
- Classifying complaints so that causes become visible
- Link with the corrective actions of the quality system
- What clause 9.1.2 of ISO 9001 expects from this data
Steering the process
- Indicators: response times, resolution rate, recurrence
- Process review and complainant satisfaction
- Internal communication and communication to the customer

What you receive

An HEMC training attendance certificate, the course materials and the templates used during the session.

Where and how

On site in Morocco and Africa, virtual classroom live with the trainer, bespoke in-house sessions wherever you operate.

Request a programme and a quote

Every session is calibrated on your context, your standards and your headcount. Tell us what you are looking for and we will come back within two working days with a programme and a proposal.

1 · About you

First name *

Last name *

Your role *

This field decides how we calibrate the programme.

2 · Your professional contact details

Work email *

Phone

Organisation *

Country *

3 · Your request

Course concerned

Preferred format

People to train

Training location

For an on-site or in-house session at your premises.

Preferred period

Are you in charge of the training content?

If not, we will ask you for the technical lead before quoting: it saves a round trip.

How would you like us to get back to you? *

Describe your project

Context, constraints, certification deadline, anything that helps us be precise.

Do you have a specification document? Simply reply to our acknowledgement with it attached: we do not host a file upload.

I would like to receive the HEMC publication on standards and auditing.The data collected is used to handle your training request and reply to you. It is neither sold nor transferred. Under the GDPR and Moroccan law 09-08, you have a right of access, rectification, erasure and objection, by writing to contact@hem-consulting.com. Details are in our privacy policy.

All training courses

Training · ISO 10002 · Perform

ISO 10002 complaints management

One day to turn complaints handling into a source of improvement, with a process the customer understands and the auditor recognizes.

Duration: 1 day
Formats: On site · Live virtual classroom · Tailored in-house
Languages: FR · AR

Request a programme and a quote Download the programme (PDF)

Build a handling process in line with the guidance
Acknowledge and track a complaint through to closure
Connect complaints to the corrective actions of the quality system
Measure satisfaction after the complaint is handled

Course programme

Programme as PDF

Guiding principles
- Visibility, accessibility and responsiveness of the process
- Objectivity, no charge and confidentiality
- Top management commitment and accountability
Handling process
- Receipt, recording and acknowledgement
- Assessment, investigation and decision
- Response to the complainant and closing the case
Analysis and improvement
- Classifying complaints so that causes become visible
- Link with the corrective actions of the quality system
- What clause 9.1.2 of ISO 9001 expects from this data
Steering the process
- Indicators: response times, resolution rate, recurrence
- Process review and complainant satisfaction
- Internal communication and communication to the customer

What you receive

An HEMC training attendance certificate, the course materials and the templates used during the session.

Where and how

On site in Morocco and Africa, virtual classroom live with the trainer, bespoke in-house sessions wherever you operate.

Request a programme and a quote

Every session is calibrated on your context, your standards and your headcount. Tell us what you are looking for and we will come back within two working days with a programme and a proposal.

1 · About you

First name *

Last name *

Your role *

This field decides how we calibrate the programme.

2 · Your professional contact details

Work email *

Phone

Organisation *

Country *

3 · Your request

Course concerned

Preferred format

People to train

Training location

For an on-site or in-house session at your premises.

Preferred period

Are you in charge of the training content?

If not, we will ask you for the technical lead before quoting: it saves a round trip.

How would you like us to get back to you? *

Describe your project

Context, constraints, certification deadline, anything that helps us be precise.

Do you have a specification document? Simply reply to our acknowledgement with it attached: we do not host a file upload.

ISO 10002 complaints management

What you will be able to do

Context

Who it is for

Important

Prerequisites

Course programme

Guiding principles

Handling process

Analysis and improvement

Steering the process

What you receive

Where and how

Request a programme and a quote

ISO 10002 complaints management

What you will be able to do

Context

Who it is for

Important

Prerequisites

Course programme

Guiding principles

Handling process

Analysis and improvement

Steering the process

What you receive

Where and how

Request a programme and a quote