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ISO 10002 Complaints Handling Awareness Training Presentation (PowerPoint PPT Deck)

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File Type: PowerPoint (PPTX)​

Aspect Ratio: Standard Screen (4:3)

File Size: 12.7 MB

Number of Slides: 60

Terms of Usage

DESCRIPTION
 

ISO 10002 provides guidelines for organizations to establish and implement an effective complaints handling process. It helps organizations improve customer satisfaction, resolve issues efficiently, and enhance trust by embedding complaints management into their quality management framework.

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This ISO 10002 Complaints Handling Awareness Training Presentation (ISO 10002 PPT) equips employees, managers, and facilitators with essential knowledge of the guideline’s principles and processes. It emphasizes customer focus, transparency, and continual improvement, making it suitable for workshops, onboarding programs, and organizational service quality initiatives.

 


LEARNING OBJECTIVES
 

By the end of this training, participants will be able to:

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  1. Understand the purpose and principles of ISO 10002 and complaints handling.

  2. Recognize the framework and process defined by ISO 10002.

  3. Identify organizational responsibilities for managing customer complaints.

  4. Appreciate the benefits of ISO 10002 in improving customer satisfaction and organizational reputation.

  5. Support the integration of complaints handling into daily operations and continual improvement.


CONTENTS
 

  1. Introduction to ISO 10002 – Purpose, scope, and benefits.

  2. Principles of Complaints Handling – Customer focus, accountability, transparency, and continual improvement.

  3. ISO 10002 Framework – Leadership commitment, policy, responsibilities, and resources.

  4. Complaints Handling Process – Receiving, assessing, resolving, and closing complaints.

  5. Roles & Responsibilities – Leadership, employees, and stakeholders in complaints handling.

  6. Benefits of ISO 10002 – Enhanced customer satisfaction, improved processes, and organizational trust.

  7. Implementation Roadmap – Steps for adopting and embedding ISO 10002.

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You may also be interested in the following Management System Standards (sold separately):

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  1. ISO 9001:2015 (QMS) Awareness Training

  2. ISO 13485:2016 (Medical Devices - QMS) Awareness Training

  3. ISO 19011:2018 Auditing Management Systems Training

  4. ISO 22000:2018 (FSMS) Awareness Training

  5. ISO 31000:2018 (Risk Management) Awareness Training​​​​​​

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