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Complaint Management and Customer Satisfaction

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Course Introduction

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Notes

Write notes as you watch, pinned to the exact moment in the video, and revisit them anytime.

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Mark the important moments in the video with one tap and jump straight back to them.

What you unlock

  • Write notes tied to a specific video moment
  • Save bookmarks and jump back to any point fast
  • Track your progress and resume where you left off
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Zico — your learning guide

Summarizes the lesson, re-explains any point, answers your questions, and quizzes you after each lesson.

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  • Summarizes the lesson and explains it more simply
  • Answers your questions about the lesson anytime
  • Gives you a short quiz after each lesson
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Community

Discuss with your coursemates, ask questions, and share what you know inside every lesson.

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  • Ask and discuss the lesson with other trainees
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  • Debate tricky points pinned to the video moment
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Your course progress0%
0 of 19 lessons
  • Course Introduction5:05
  • Components of ISO 10002 Standard7:24
  • Importance of Complaint Management7:52
  • Scope and References4:55
  • Terminology and Definitions6:05
  • Principles and Guidelines5:32
  • Complaint Handling Framework – Organizational Context7:21
  • Complaint Handling Framework – Leadership and Commitment7:07
  • Complaint Handling Framework – Responsibilities and Authorities7:41
  • Planning, Design, and Development11:42
  • Complaint Processing10:29
  • Memory and Improvement13:25
  • Customer Complaint Analysis Tools (Part One)21:47
  • Customer Complaint Analysis Tools (Part Two)16:59
  • Case Studies (Part One)25:37
  • Case Studies (Part Two)8:58
  • Course Conclusion12:17