ISO 10002 Quality Management Training
Transform customer complaints into opportunities for improvement. This course introduces ISO 10002, the international standard for handling customer feedback and improving satisfaction.
ISO 10002 Quality Management Training Course is accredited by global certification board
- Uncompromising Quality Standards Accreditation backed by rigorous global benchmarks.
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Designed With Industry Insight
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ISO 10002 Quality Management Training Overview
The ISO 10002 Quality Management Course equips professionals with the knowledge and tools to implement and manage an effective complaints handling process. Built around ISO 10002, the course focuses on transparency, responsiveness, and continual improvement in customer service. It is ideal for customer-facing teams, quality managers, and compliance professionals looking to enhance trust, resolve issues efficiently, and retain customers.
Key Topics Covered
- Introduction to ISO 10002: Structure, principles, and objectives of the complaint handling standard
- Complaint Management Framework: Designing clear, accessible, and fair procedures for customer complaints
- Responsiveness and Resolution: Investigating complaints, managing customer expectations, and resolving issues effectively
- Continual Improvement: Analysing complaint data, identifying trends, and driving service enhancements
Course Benefits
- Improved Customer Retention: Address complaints proactively and turn dissatisfied customers into loyal advocates
- Structured Problem Solving: Handle feedback consistently with a documented, standardised approach
- Brand Trust: Strengthen reputation through ethical and transparent issue resolution
- Alignment with Quality Systems: Integrates seamlessly with ISO 9001 and other QMS frameworks
This course is designed for professionals involved in quality assurance, customer service, and continuous improvement, including:
- Customer Experience Managers
- Quality Assurance Professionals
- Contact Centre Supervisors
- Compliance and Governance Officers
- Service Delivery Leaders
- Business Process Improvement Specialists
ISO 10002 Quality Management Training 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
What You’ll Learn in this Course
By the end of the course, learners will be able to:
Understand the structure and purpose of ISO 10002
Design and implement a complaint handling system aligned with customer satisfaction goals
Handle customer complaints fairly, consistently, and effectively
Monitor complaint trends and identify opportunities for service improvement
Build customer confidence through clear communication and transparency
What’s Included
- ISO 10002 Quality Management Examination
- Expert-led training by certified professionals
- ISO 10002 Quality Management Certificate
- Comprehensive digital delegate materials
ISO 10002 Quality Management Training Exam Details
To achieve the ISO 10002 Quality Management Certification, 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
Individual Training
Boost your expertise with our Individual Training, tailored for professionals seeking ISO knowledge at their own pace. Learn core standards, industry best practices, and implementation skills from certified experts.
Corporate Training
Empower your teams with our Corporate Training solutions, designed to align ISO standards with your organisational goals. Ensure compliance, boost efficiency, and build a culture of continuous improvement across your workforce.
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Hands-On Learning Experience
Engage with real-world scenarios, interactive tasks, and simulations that bridge theory and practical application.
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Learn from seasoned professionals with deep industry experience and insight into ISO standards and beyond.
Flexible Learning Formats
Choose from Online Instructor-Led, Online Self-Paced, or Classroom sessions designed to suit your pace and preferences.
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Training aligned with your sector, goals, and challenges, ensuring relevant, targeted learning every time.
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Empowering Growth with Tailored Training Solutions
We help organisations equip their teams with the skills and knowledge needed to consistently meet industry standards. Our corporate training is designed around your specific operational goals, ensuring alignment with the ISO framework.
With a strong focus on real-world application and measurable outcomes, each session drives practical capability and lasting improvement. By fostering standard-driven performance across all levels, we empower your workforce to contribute confidently and consistently to organisational success.
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Completing the ISO 45001 Foundation Training provided me with a solid understanding of occupational health and safety standards. The training clarified legal requirements, hazard identification, and risk control measures. I’ve applied this knowledge to improve our incident response protocols and reinforce safety culture within the team. It’s also made me more effective at communicating compliance expectations and supporting ongoing H&S initiatives.
The ISO 22301 Foundation Training helped deepen my knowledge of business continuity planning and risk preparedness. The course content was practical and focused on real implementation challenges, which I could immediately relate to my role. I now play a more active part in reviewing continuity plans and coordinating recovery strategies. The training has improved how we manage operational risks and strengthened our overall resilience.
I registered my team in the ISO 9001 Lead Implementer Training, and the improvements were visible right away. The training gave us the tools to standardise workflows, enhance documentation, and build a consistent quality management system. The team has taken ownership of processes and is now more proactive in identifying areas for improvement. It’s significantly enhanced how we align with best practices and deliver results with greater reliability.
Our team participated in the ISO 45001 Lead Auditor Training to reinforce our internal safety and compliance framework. The training not only improved our auditing skills but also helped us critically assess our workplace health and safety practices. We’ve since implemented stronger controls and improved reporting structures. The shift in awareness and engagement has been very positive, especially in high-risk areas.
Frequently Asked Questions
What is ISO 10002?
ISO 10002 is an international standard that provides guidance on designing and implementing an effective complaints handling process within a Quality Management System.
How does ISO 10002 benefit customer service teams?
It equips teams with a consistent, fair, and transparent method to manage and resolve customer complaints, leading to improved satisfaction and retention.
Who should use ISO 10002?
Any organisation that interacts with customers—especially those handling service delivery, technical support, or public-facing operations—can benefit from ISO 10002.
Can ISO 10002 be integrated with ISO 9001?
Yes, ISO 10002 is designed to align with ISO 9001, allowing organisations to enhance their quality systems with a dedicated complaints resolution framework.
Does ISO 10002 apply to both goods and services?
Yes, the standard applies to complaints related to both products and services, across all industries and sectors.
