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basic work experience in customer service and complaint handling

Introduction to ISO 10002:2018

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You need this course if...

You want an understanding of ISO 10002 and related standards, and complaints handling management systems (CHMS) 

Course Objectives & Outlines

  • The purpose of management systems standards and the scope of ISO 10002 
  • The common structure for management systems standards and the content of ISO 10002 
  • The approaches that underpin 10002 including:  
  • The complaints handling process approach 
  • Interlink between the ISO 9001 and ISO 10002 
  • Risks associated with handling customer complaints, and the importance of having an effective system to manage such risks 
  • The complaints handling management principles and how these relate to the content of ISO 10002 
  • The requirements from ISO 10002 and explain how these requirements could be met 
  • How to apply ISO 10002 requirements. The interaction with CRM, operational processes and explain their interrelationship 

You will need …

No previous training 

Course length

1 day – from 9.00 till 16.00  

Maximum Number of delegates

15 Delegates  

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Course Type

  • In-house


If you are looking for a course for four or more people, you may find our in-house option more cost-effective. Contact the team for a quote.

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