ISO 10002 Customer Satisfaction MS - Implementer

1. Brief Description:

The ISO 10002 Customer Satisfaction Management System Implementer course provides learners with the necessary knowledge and skills to plan, implement, and manage a customer complaints management system based on the requirements of ISO 10002.

2. Key Topics:

The key topics covered in the ISO 10002 Customer Satisfaction Management System Implementer course include understanding the fundamentals of customer satisfaction, the principles and requirements of ISO 10002, the process of planning and implementing a customer complaints management system, and the skills necessary to effectively manage customer complaints.

3. Audience:

The ISO 10002 Customer Satisfaction Management System Implementer course is designed for individuals who are responsible for planning, implementing, and managing a customer complaints management system, including quality managers, customer service managers, and other professionals involved in customer satisfaction.

4. Learning Objectives:

The main learning objectives of the ISO 10002 Customer Satisfaction Management System Implementer course are to provide learners with the knowledge and skills to:

Understand the fundamentals of customer satisfaction and the benefits of implementing an effective customer complaints management system
Interpret the principles and requirements of ISO 10002 and its application in managing customer complaints
Plan, implement, and manage a customer complaints management system based on the requirements of ISO 10002
Monitor, measure, and continually improve the effectiveness of a customer complaints management system.

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Course Agenda

Day 1:

Introduction to ISO 10002 standard and customer satisfaction management systems
Understanding customer complaints and feedback management
Setting the scope and objectives of a customer satisfaction management system

Day 2:

Risk assessment and management in customer satisfaction management systems
Defining the customer complaint process and procedures
Developing a customer complaint management plan

Day 3:

Implementation of a customer satisfaction management system
Identifying and establishing controls for managing customer complaints and feedback
Documenting customer complaint management procedures

Day 4:

Monitoring and measuring the effectiveness of the customer satisfaction management system
Internal auditing and management review of the system
Continual improvement of the customer satisfaction management system

Day 5:

Certification requirements for ISO 10002
Final exam and certification review
Discussion and closing remarks

General Information

Fees for certification and assessments are incorporated into the cost of the course. ConimCert will provide a comprehensive set of educational materials that include explanations, guidance, and practical examples. Upon finishing the course, participants will receive a statement verifying their accomplishment, which carries a noteworthy amount of CPD (Continuing Professional Development) credits. If a student does not pass the exam, they have the option to retry within a year at no additional charge. For more details, feel free to reach out to us at events@conimcert.com.

Prerequisites

Before beginning training on ISO 10002 Customer Satisfaction MS – Implementer, it is recommended that participants have a basic understanding of quality management principles and customer satisfaction concepts. It would also be helpful for participants to have some prior experience in implementing management systems.

Examination

Exam duration: 3 hours

Exam type: Test

Exam format: Computer based

Exam premise: Conimcert premise

Retake: Yes

Retake period:

Open book: Yes

ISO 10002 Customer Satisfaction MS – Implementer

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Additional Information