Training Program on ISO 10002 : Customer Satisfaction:  Guidelines for Complaints Handling in Organization

Training Program on ISO 10002 : Customer Satisfaction:  Guidelines for Complaints Handling in Organization

Course Feature:

Course will provide information on how the welding process shall be carried out in most effective way and appropriate control to be exercised over all aspects of operation to ensure Quality of product is Built In, according to ISO 3834, which is base certification for all other product specific applications like EN 1090, EN 15085 etc.


Course Objectives

To make participants aware of effective complaints handling process that can lead to improvements in products, services and processes where the complaints are properly handled, can improve the reputation of the organization, regardless of size, location and sector. In a global marketplace, the value of using an International Standard becomes more evident since it provides confidence in the consistent treatment of complaints.

Date and Time

Date : 20th & 21st July 2021

Time : 6:00 AM to 10:00 PM

Who should attend ?

Sales and Marketing and QA personnel in organizations of all types, from all industry sectors, Middle and Senior level executives responsible for interaction with customers.

Course Contents

Customer Satisfaction – Guidelines For Complaints Handling In Organizations:


1. Guiding Principles:

  • Commitment, Capacity, Transparency, Accessibility, Responsiveness
  • Information Integrity, Accountability
  • Improvement, Confidentiality
  • Customer focused approach
  • Competence
  • Timeliness


2. Complaints handling framework

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

3. Planning, design and development

  • Objectives
  • Activities
  • Resources

 4.  Operation of Complaints handling process

  • Communication
  • Receipt, Tracking, Acknowledgement, Initial Analysis of Complaints
  • Investigation of complaints, Response to complaints
  • Closing complaints

 5. Maintenance and Improvement

  • Collection of information
  • Analysis of Evaluation of Complaints
  • Monitoring of Complaints handling process
  • Auditing of Complaints handling process
  • Management Review of complaints handling  process
  • Continual Improvement

6. Group Exercise on Complaints handling


Softcopy Certificate of successful completion shall be issued to all the delegates who attend entire duration of the course.


4 Hours including break of 30 minutes

Registration Fees

Rs. 3,000/- + 18 % GST Only

Registration and Payment 

Registration with confirmed payment will be closed 2 Hours before the scheduled time of Webinar.

Cancellation Policy

In case of schedule cancellation by the delegate, fees will be non-refundable.