Face-to-Face5 DAYS2026-10-10
ISO 37301 Lead Implementer
Design and implement an ISO 37301 compliance management system from obligations to assurance.
Build a fair, effective complaints-handling system that turns customer issues into loyalty and improvement.
ISO 10002 Complaints Management
This two-day course teaches you to design and run a complaints-management process aligned with ISO 10002. You will set complaint-handling principles, design the end-to-end process, resolve complaints fairly, and use complaint data to improve. Certified by PECP, it prepares you for the PECP ISO 10002 certificate.
What You Will Learn
By completing this course, you will be able to:
- Apply ISO 10002 principles to complaint handling.
- Design an end-to-end complaints-management process.
- Resolve complaints fairly, visibly, and on time.
- Analyze complaint data to find systemic causes.
- Use complaints to drive service improvement.
Program Modules
Frame complaints as a source of loyalty and insight.
Build a clear end-to-end complaints process.
Handle complaints with fairness and care.
Turn complaint data into improvement.
What the Learner Gets
Each participant receives:
Complaints Process Template
An end-to-end complaints-handling process template aligned with ISO 10002.
Complaint Analysis Worksheet
A worksheet to categorize complaints and surface systemic root causes.
PECP Certificate
Prepares you for the PECP ISO 10002 certificate, issued by PECP on meeting their requirements.
Common questions about ISO 10002 Complaints Management course.
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