Quality, ISO and AuditingCustomer Complaints Handling to ISO 10002
A customer who complains and receives a fair answer quickly can end up more loyal than one who never had a problem, yet many organisations treat complaints as an irritation to be closed. This course sets up complaint handling to the guidance of ISO 10002. Delegates work through its principles of visibility, accessibility, responsiveness and objectivity, then the design of complaint channels, logging and acknowledgement, investigation, response and escalation, and the remedies available. Difficult conversations are practised in role play. The course connects complaints to the Consumer Protection Act and ombud schemes in South Africa and similar regimes elsewhere, and to ISO 10001 codes of conduct and ISO 10003 external dispute resolution. Trend analysis and feeding lessons into products and services close the programme. Delegates leave able to run a complaints process customers trust.
Course objectives
- Explain the guiding principles of ISO 10002
- Design accessible complaint channels for different customer groups
- Apply consistent logging, acknowledgement and response timelines
- Investigate complaints objectively and decide on fair remedies
- Handle difficult conversations with dissatisfied customers
- Interpret consumer protection law and ombud requirements
- Analyse complaint trends to find systemic causes
- Plan escalation to external dispute resolution in line with ISO 10003
Who should attend
- Customer service and contact centre managers
- Complaints officers and resolution specialists
- Quality managers in service organisations
- Compliance officers in financial services, utilities and retail
- Branch and front office supervisors
Course outline
- 01Why complaints are valuable
- 02The principles of ISO 10002
- 03Designing complaint channels
- 04Logging, acknowledgement and timelines
- 05Investigation and fair remedies
- 06Handling difficult customers
- 07Consumer protection law and ombud schemes
- 08ISO 10001 codes and ISO 10003 dispute resolution
- 09Trend analysis and service improvement
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 26 to 30 October 2026 | Pretoria, South Africa | Classroom | R19,950 per delegate | |
| 30 November to 4 December 2026 | Harare, Zimbabwe | Classroom | USD 1,325 per delegate | |
| 22 to 26 February 2027 | Maputo, Mozambique | Classroom | USD 1,325 per delegate | |
| 15 to 19 March 2027 | Online | Online | R8,500 per delegate |
Customer Complaints Handling to ISO 10002
From R8,500