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Customer Satisfaction and Complaints Management (Norm ISO 10002:2004)

Catalog Area: Sales, customer service and collections

Duration: 8

Modality: online and Face-to-face modality

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OBJECTIVE:

Efficient handling of the ‘customer complaint center’ process based on the norm ISO-10002:2004; “customer satisfaction – directions to deal with complaints”.

BASIC COURSE INFORMATION:

ADDRESSED TO:

AGENDA

I. STUDYING THE NORM ISO-10002

A. Application Object and Area

B. Norm References

C. Terms and Conditions

D. Communication Channels for Customer Service

E. Politics and Staff Duties

F. Planning and Designing for Complaint Attention Processes

G. Complaints Reception, Attention and Closure

H. Forms, Maintenance and Service Improvement

II. PRACTICE EXERCISES AND PARTICIPANTS EVALUATION

BENEFITS

Timely attending customers’ claims through a clearly defined and structured process.