ISO 10002 Quality Management Training Overview

ISO 10002 Quality Management Training Course Outline

Module 1: Introduction to ISO 10002

  • Scope
  • Normative References
  • Terms and Definition

Module 2: Guiding Principles

  • General
  • Commitment
  • Capacity
  • Transparency
  • Accessibility
  • Responsiveness
  • Objectivity and Charges
  • Information Integrity
  • Confidentiality
  • Customer-Focused Approach
  • Accountability and Improvement
  • Competence and Timeliness

Module 3: Complaints – Handling Framework

  • Context of the Organisation
  • Leadership and Commitment
  • Policy
  • Responsibility and Authority

Module 4: Planning, Design, and Development

  • General
  • Objectives
  • Activities
  • Resources

Module 5: Operations of Complaints – Handling Process

  • Communication
  • Receipt of Complaints
  • Tracking of Complaints
  • Acknowledgement of Complaints
  • Initial Assessment of Complaints
  • Investigation of Complaints
  • Communicating the Decision
  • Closing Complaints

Module 6: Maintenance and Improvement

  • Collection of Information
  • Analysis and Evaluation of Complaints
  • Handling Process
    • Evaluation of the Satisfaction with the Complaint
    • Monitoring of the Complaints
    • Auditing of the Complaints
    • Management Review of the Complaints
  • Continual Improvement

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Who should attend this ISO 10002 Quality Management Training Course?

This ISO 10002 Quality Management Course helps professionals acquire the skills and knowledge needed to manage customer complaints, enhance customer satisfaction, and establish robust complaint handling processes within their organisations. The following professionals can greatly benefit from attending this course:

  • Customer Service Managers and Representatives
  • Complaint Handling Teams
  • Sales Representatives
  • Quality Managers and Officers
  • Process Improvement Specialists
  • Customer Experience Professionals
  • Compliance Officers
  • IT Professionals

Prerequisites of this ISO 10002 Quality Management Training Course

There are no formal prerequisites for this ISO 10002 Quality Management Course. However, familiarity with quality management concepts can be beneficial for the delegates.

ISO 10002 Quality Management Training Course Overview

ISO 10002 centres on customer satisfaction and complaint management within Quality Management systems. Its relevance lies in fostering robust processes for handling customer complaints, enhancing customer satisfaction, and maintaining loyalty, which is vital for business success in competitive markets driven by customer experience.

Proficiency in ISO 10002 is essential for Customer Service Managers, Quality Assurance Professionals, and those responsible for managing customer complaints. Mastery of this standard enables them to implement effective complaint-handling processes, improve customer relations, and enhance overall service quality, which is crucial for retaining customers and fostering brand loyalty.

This 1-day Training immerses delegates in ISO 10002's principles, covering complaint management, customer satisfaction strategies, and quality improvement. Delegates gain insights into implementing effective complaint-handling systems, improving customer satisfaction, and aligning processes with ISO standards, empowering them to manage complaints effectively and enhance overall service quality.

Course Objectives:

  • To implement effective complaint-handling processes within organisations
  • To improve customer satisfaction and loyalty through complaint management
  • To enhance overall service quality and customer relations
  • To align complaint-handling systems with ISO standards for quality management
  • To foster a customer-centric approach in complaint management practices

Delegates completing this course will possess comprehensive expertise in ISO 10002, equipping them to implement effective complaint-handling processes aligned with international standards. They'll be capable of improving customer satisfaction, fostering loyalty, and enhancing overall service quality by effectively managing complaints.

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What’s included in this ISO 10002 Quality Management Course?

  • ISO 10002 Quality Management Examination
  • World-Class Training Sessions from Experienced Instructors
  • ISO 10002 Quality Management Certificate
  • Digital Delegate Pack

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ISO 10002 Quality Management Training Exam Information 

To achieve the ISO 10002 Quality Management Training​, candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 30 
  • Total Marks: 30 Marks 
  • Pass Mark: 50%, or 15/30 Marks 
  • Duration: 40 Minutes  

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 10002 Quality Management Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ISO 10002 Quality Management Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ISO 10002 Quality Management Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ISO 10002 Quality Management Training sessions.


Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment


Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ISO 10002 Quality Management Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

Our ISO 10002 Quality Management Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ISO 10002 Quality Management Training FAQs

The International Organisation for Standardisation (ISO) is an independent international organisation that develops standards, frameworks, principles, and requirements needed for evaluating and reporting various systems and bringing consistency to businesses' working globally.
There are no formal prerequisites for attending this ISO 10002 Training course.
This 10002 training is suitable for anyone who wants to get in-depth knowledge of effectively handling complaints.
In this training course, you will learn various concepts such as terms and definitions, guiding principles, handling process, tracking of complaints, handling framework, planning, design, development, maintenance and improvement, etc.
Learning ISO 10002 allows you to learn about different guidelines to put them in place efficiently and identify the complaints, including their causes and know how to eliminate them effectively. It will also help you and your organisation to improve and remove the cause of complaints.
The price for ISO 10002 Quality Management Training certification in Belgium starts from €1695
The Knowledge Academy is the Leading global training provider for ISO 10002 Quality Management Training.
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Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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ISO 10002 Quality Management Training in Belgium

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