Complaint Management and Customer Satisfaction

Comprehensive Framework for Managing Customer Complaints

Project Management & Leadership 4.9(61)3h 0m19 lectures2 sections

What you'll learn

Understand the components of the ISO complaints management standard
Learn why complaint management matters
Understand the terms, principles and guidance
Build a framework for handling complaints
Define leadership, responsibilities and authority
Plan and design a complaints-handling system
Carry out the complaints-handling process
Use tools to analyze customer complaints
Study practical cases for continual improvement

About this course

This course shows you how to manage customer complaints and achieve customer satisfaction following the ISO standard on complaints handling, and how to build a clear system for receiving a complaint, resolving it and improving the work afterwards. It begins with an introduction to the course, the components of the standard and the importance of complaint management, then the scope, references, terms, definitions, principles and guidance. Next you move to the complaints-handling framework: the context of the organization, leadership and commitment, responsibilities and authority, then planning, design and development, the complaints-handling process, and record keeping and improvement. In the final part you learn tools for analyzing customer complaints and apply them in case studies in two parts, with a workbook and downloadable ISO files. It suits people working in customer service and quality management, organization owners and anyone who wants to improve how their organization handles complaints. No previous knowledge of the standard is needed, because the explanation starts from basic terms. By the end, you will be able to design a complaints-handling system, analyze complaints and suggest improvements that support customer satisfaction.

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.

Learner reviews

These reviews are from learners who bought the content and completed at least 50% of it — there are no reviews from anyone who hasn't gone through the material.

4.9

★★★★★

61 reviews

5★

4★

3★

2★

1★

Course content

Complaint Management and Customer Satisfaction ISO 10002

17 lectures

Course IntroductionIntroduction to the customer complaints management course based on the ISO 10002 international standard, showing that a complaint is an opportunity for improvement rather than a threat, and why managing it matters for customer satisfaction, loyalty and reputation.5:05
Components of ISO 10002 StandardIntroduces the ISO 10002 guidance standard for customer complaints management and the ISO organization that issued it, and reviews its clauses from scope, references and terms to principles, framework and processes, and its latest edition.7:24
Importance of Complaint ManagementExplains the importance and benefits of a complaints management system, such as reducing the cost of repeat complaints, retaining customers and improving reputation and quality, then the implementation steps from planning and execution to evaluation, training and continuous improvement.7:52
Scope and ReferencesExplains the first clause of ISO 10002, the scope, meaning what the standard covers in planning, designing, operating and improving a complaints system with a customer focus, then the normative references, including ISO 9001.4:55
Terminology and DefinitionsExplains the terms and definitions in ISO 10002, such as complainant, complaint, customer, customer service, feedback and interested parties or stakeholders, like consumer protection agencies and regulators.6:05
Principles and GuidelinesExplains the eight principles of complaints management in ISO 10002, including clarity, accessibility, fast response, continuous improvement, commitment, capability, ease of access and objectivity.5:32
Complaint Handling Framework – Organizational ContextExplains the organizational context within the ISO 10002 complaints-handling framework: how an organization identifies internal and external issues, interested parties and the scope of complaint handling, using SWOT and PEST analysis.7:21
Complaint Handling Framework – Leadership and CommitmentExplains the role of leadership and top management commitment to the complaints system under ISO 10002, including setting a clear complaints policy and objectives, providing resources, periodic review, and making the policy known to staff and customers.7:07
Complaint Handling Framework – Responsibilities and AuthoritiesExplains the responsibilities and authorities for complaints handling under ISO 10002, covering the roles of top management, the management representative, managers and staff, escalation of significant complaints, and follow-up of corrective actions.7:41
Planning, Design, and DevelopmentExplains the planning, design and development clause for a complaints-handling system in ISO 10002, covering risks and opportunities, SMART objectives set by top management, and the resources needed for the process to work effectively.11:42
Complaint ProcessingExplains the complaint handling process steps in ISO 10002, from providing contact information and receiving and recording the complaint, to assessing and investigating it, responding to the customer, and following up until closure and acceptance of the solution.10:29
Memory and ImprovementExplains the maintenance and improvement clause of ISO 10002: recording, classifying and analyzing complaint data, corrective actions, internal audit, management review of the complaints system, and the benefits for cost, customer satisfaction and reputation.13:25
Customer Complaint Analysis Tools (Part One)Explains tools for analyzing the causes of customer complaints, including the cause-and-effect (fishbone) diagram, collecting causes and their frequency to find the root cause, and team sessions to propose solutions and set an action plan.21:47
Customer Complaint Analysis Tools (Part Two)Explains the Five Whys tool for reaching the root cause of complaints, and the Pareto chart: classifying data and sorting causes in descending order to identify the few causes behind most errors.16:59
Case Studies (Part One)Applies ISO 10002 and analysis tools to case studies of recurring complaints, such as late product delivery and weak quality inspection, analyzing causes with fishbone and Pareto charts and proposing corrective and compensating actions.25:37
Case Studies (Part Two)Presents a case study of a complaint about a sales employee's poor treatment of a customer, analyzing causes with Pareto and fishbone charts, such as lack of training, work pressure, understaffing and missing procedures, then following up on corrective action effectiveness.8:58
Course ConclusionA quick review of the ISO 10002 course covering the importance of complaint handling, the framework and processing steps, internal audit and management review, and analysis tools such as fishbone, Pareto, Five Whys and brainstorming.12:17