Advanced Five Days Training Course:

Technical Customer Complaint Handling

Based on ISO 10002:2014

Technical Customer Complaint Handling

Based on ISO 10002:2014 ;
Quality management -- Customer satisfaction -- Guidelines for complaints handling in
organizations
1. Introduction to course :
1.1 In today’s competitive environment customer satisfaction is of top priority
as all businesses strive to maintain market share and a level of quality
which would satisfy customer requirements.
1.2 Nowadays customers are no longer satisfied with just a minimum level of
quality.
1.3 Managing and retaining these customers is even more difficult in an
economic crisis environment, as complaints and customer dissatisfaction
tend to be a lot higher because of financial constraints and high
expectations on products and services.
1.4 Plus the great influence of social networking & devastating negative word
of mouth e.g. facebook groups like “ Don't Shop Here - (A list of
Untrustworthy Shops in Egypt)”

2. Course Overview

2.1 ISO 10002:2014 provides guidance on the process of complaints handling

related to products within an organization, including planning, design,
operation, maintenance, and improvement. The complaints-handling
process described is suitable for use as one of the processes of an overall
quality management system.

2.2 It is also intended for use by organizations of all sizes and in all sectors

2.3 ISO 10002:2014 addresses the following aspects of complaints handling:

i Enhancing customer satisfaction by creating a customer-focused
environment that is open to feedback (including complaints), resolving
any complaints received, and enhancing the organization's ability to
improve its product and customer service;
ii Top management involvement and commitment through adequate
acquisition and deployment of resources, including personnel training;
iii Recognizing and addressing the needs and expectations of complainants;
iv Providing complainants with an open, effective, and easy-to-use
complaints process;

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Sat.26.08.2017 ; Technical Customer Complaint Handling
 Advanced Five Days Training Course:
Technical Customer Complaint Handling
Based on ISO 10002:2014
v Analysing and evaluating complaints in order to improve the product and
customer service quality;
vi Auditing of the complaints-handling process;
vii Reviewing the effectiveness and efficiency of the complaints-handling
process.

3. Course Objectives:
After completing this course, participants will be able to:
2.1 The system approach to handling customer complaints
2.2 The requirements of ISO 10002:2014 and its implementation
2.3 The concept behind and application of the guidelines.
2.4 Understand skills beyond real life customers complaints handling system
& tools.
2.5 Necessary skills for “customer recovery” after complaint plus continuous
improvement in customer complaint system.

4. Who Should Attend?

3.1 Personnel handling / receiving complaints in companies: receptionist,
executive secretary of top management, call centers & customer service
3.2 Anyone involved in the complaint management process : sales , after-
sales , maintenance , quality , production , logistics & support personnel .
3.3 Department heads & managers.
3.4 Consultants , SME (subject matter expert) & technical experts.

5. Course Language:
The Presentation, supplied documents, and workshop exercises of the course
are in English however, based on the trainees’ desires, oral presentation &
discussion will be Bilingual (English and Arabic).

6. Course Contents:
6.1 Customer life cycle 5 stages .
6.2 The 5 Service Dimensions All Customers Care About.
6.3 MOT : 4 moments of truth with customers (Zero , 1st, 2nd & 3rd).
6.4 How satisfied customer becomes dissatisfied: Noriaki Kano model of
customer satisfaction.
6.5 Why customer complaint ?
6.6 ISO 10002:2014 Guidelines for complaints handling in organizations :
6.6.1 Terms and definitions
6.6.2 Guiding principles / clause 4 : 9 principles
6.6.3 Complaints-handling framework / clause 5 :3 sub-clauses
6.6.4 Planning and design / clause 6 : 4 sub-clauses
6.6.5 Operation of complaints-handling process/ clause 7 : 9 sub-clauses

Page 2 of 3 Instructor : Pharmacist : Ossama Ismail; Issue / revision : 1/1 ; Dated :

Sat.26.08.2017 ; Technical Customer Complaint Handling
 Advanced Five Days Training Course:
Technical Customer Complaint Handling
Based on ISO 10002:2014
6.6.6 Maintenance and improvement / clause 8 : 7 sub-clauses
6.6.7 Guidance for small businesses
6.6.8 Form for complainant
6.6.9 Objectivity informative guide
6.6.10 Complaint follow-up form
6.6.11 Responses.

7. SNA : Applying social network analysis on customer complaint handling.

8. ISO Social Media Guidelines
9. Overview of SAP ECC QM on “Quality Notifications “
10. Overview 5P’s Service Quality Model
11. Real life case studies end to end customer complaint handling + role model with
trainee split into two teams.
12. Real life advise & guidance based on instructor 32 years’ experience.
13. Video
14. Review / open questions
15. Evaluation exam.

Looking forward to hear from you soon .

Page 3 of 3 Instructor : Pharmacist : Ossama Ismail; Issue / revision : 1/1 ; Dated :

Sat.26.08.2017 ; Technical Customer Complaint Handling