ISO 10002:2018 Complaint Management Systems Training Course

Complaint Management System, 10002, Complaints

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Successful management of claims and complaints is essential to maintaining customer satisfaction and limiting damage to your brand's reputation. Complaint management is not about reducing the number of complaints, but taking the information generated and turning it into an opportunity for improvement. You need to ensure your customer complaint handling is effectively implemented. as possible.  This course provides you with the skills and knowledge needed to put in place a robust claims and complaint management system to ISO 10002 guidelines.

Course content

Concept of customer behaviors and complaints handling

Introduction to ISO 10002-2014 Customer Satisfaction – Guidelines for complaints handling in organizations

  • ISO Customer satisfaction series

  • The relationship with ISO

  • Guiding principles of complaints handling

  • PDCA Cycle and clause structure


Explanation of Guidelines and application

  • Documentation requirement

  • Management commitment and responsibility

  • Resources management

  • Complaint handling operation process

  • Maintenance and improvement


  • Achieve operational efficiency to identify trends and causes of complaints

  • Resolve more complaints by adopting a more customer-focused approach

  • Engage staff with new customer service training opportunities

  • Integrate ISO 10002 with ISO 9001 to improve overall efficiency

  • Monitor and continually improve your complaints handling process


Our course will help you:

  • Understand how to create a customer focused approach to resolving complaints
  • Learn how to enhance the ability of the organizations to resolve complaints in a consistent, systematic, and responsive manner
  • Understand how to improve 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 who are responsible in the design, operation and monitoring of the customer complaint / customer satisfaction system in your organization.


Note: SGS shall provide only generic information and advice which are freely available in the public domain.

SGS will not provide company-specific advice towards any development and implementation of managements systems for eventual certification, which contravenes requirements of the IAF Guidance (i.e. provision of consultancy services).

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2 days

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