Effective Complaint Handling Process with ISO 10002:2014

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Organizations can turn unhappy customers into positive business opportunities with effective complaints handling process. In fact, satisfied customers are your best brand ambassadors. An unhappy customer will tell others their experiences, which damage your reputation. Operating a complaint handling process using ISO 10002 will help you turn unhappy customers into satisfied ones.

Through this half-day workshop, you will learn the basic concepts, guiding principles, fundamental framework of the ISO 10002:2014 standard.


Session 1: From concept to develop framework

1.Understand the scope and concept of ISO 10002;
2.The difference between new and old version;
3.Learn nine guiding principles of effective complaint handling;
4.Know the basic elements of the complaint-handling framework;

Session 2: From operation to continual improvement in line with New Version

1.Understand how to plan and design the predominant compliant handling process;
2.Learn how to operate the compliant handling process;
3.Know how to monitor and audit the compliant handling process;


Cindy YU (Associate Trainer of SGS Academy HK)

  • Over 15 years of experience in the field of training and consultancy services.
  • Designed and delivered a lot of well-received customer services programs for over 100 large scale corporates and companies in Hong Kong & China, including McDonalds, IKEA, Coca Cola, Citibank, CHANEL, Jetour Holiday, MTR, Po Leung Kuk,….etc.
  • Accredited as Certified International Services Quality Management Practitioner (ISQMP), Internal Quality Auditor and Mystery Shopper of Qualicert® by SGS Ltd.

(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)

CERTIFICATION (Attendance: 100%):
Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC 
Medium: Cantonese supplemented with English materials

* Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking


  • Understand how to create a customer-focused approach to resolving complaints
  • Know how to enhance the ability of the organizations to resolve complaints in a consistent, systematic and responsive manner
  • Understand how to enhance the ability of the organization to identify trends and eliminate root-causes of complaints
  • Learn how to conduct continual review and analysis of the complaint-handling process


Middle to Senior Managers whose responsible to design, operate & monitor customer complaint (or customer satisfaction) system in organization

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Half day

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