Complaint Management and Customer Satisfaction

Comprehensive Framework for Managing Customer Complaints

4.9(61)3h 0m19 lectures2 sections

What you'll learn

  • Learn to apply ISO 10002 practically
  • Build an effective complaint management system
  • Analyze and improve institutional processes
  • Enhance leadership skills in complaint management
  • Understand the importance of customer satisfaction
  • Manage customer complaints effectively and efficiently

About this course

This comprehensive course aims to empower you to understand and apply the requirements of ISO 10002 for customer complaint management and satisfaction. You will learn the importance of complaint management as a key part of improving customer experience and loyalty. The course covers both theoretical and practical aspects, starting from basic terminology and concepts related to the standard, through designing and developing an effective complaint handling system, to planning and continuous improvement procedures. You will also learn how to analyze customer complaints using advanced tools, with case studies to apply the standard in various work environments. By the end of the course, you will be qualified to apply this knowledge to develop your organization's processes, ensuring customer satisfaction and enhancing overall performance.

Expected outcomes

  • Practical application of ISO 10002.
  • Improving customer experience and increasing loyalty.
  • Analyzing complaints professionally and providing innovative solutions.
  • Enhancing internal processes based on customer satisfaction.

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    Course content

    1

    Complaint Management and Customer Satisfaction ISO 10002

    17 lectures
    1. Course Introduction5:05
    2. Components of ISO 10002 Standard7:24
    3. Importance of Complaint Management7:52
    4. Scope and References4:55
    5. Terminology and Definitions6:05
    6. Principles and Guidelines5:32
    7. Complaint Handling Framework – Organizational Context7:21
    8. Complaint Handling Framework – Leadership and Commitment7:07
    9. Complaint Handling Framework – Responsibilities and Authorities7:41
    10. Planning, Design, and Development11:42
    11. Complaint Processing10:29
    12. Memory and Improvement13:25
    13. Customer Complaint Analysis Tools (Part One)21:47
    14. Customer Complaint Analysis Tools (Part Two)16:59
    15. Case Studies (Part One)25:37
    16. Case Studies (Part Two)8:58
    17. Course Conclusion12:17
    2

    The Attachments

    2 attachments
    1. Download the Workbook
    2. Download ISO Files

    Instructor

    Eng. Hussam Mustafa

    Eng. Hussam Mustafa

    Over 14 years of experience in quality management, quality manager at a medical company, and lead auditor for ISO 9001 certification.
    1,158 students4 courses