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The SGS training course in ISO 10002:04 Customer Satisfaction, Complaints and Claims helps you to handle customer complaints and claims more effectively. Doing this well can lead to higher satisfaction levels and improved brand reputation.

People in a glass meeting room

The course introduces you to the ISO 10002:2004 international standard, giving you the knowledge you need to design a system for managing complaints and claims. The standard includes complaints management controls to help you address customer dissatisfaction, which can help your organization exceed customer expectations.

You will learn how to focus on your customers and improve the flow of feedback. This gives you the opportunity to deliver better services and products, within the context of balancing your own organization’s interests with those of your customers.

The course also reviews the definitions of complaints and claims, the legal rights of consumers/customers, and the international principles based on ISO 10002:2004 and the trilogy of customer satisfaction standards.

Course outline:

  • Introduction
  • Definitions
  • Basic rights of consumers and users in Paraguay
  • Brief introduction to the standard PNA 38000104
  • The triple ISO 10001, 10002 and 10003
  • ISO 10002:2004

    • Principles
    • Frame of reference
    • Process
    • Improvement and maintenance
    • Examples of case studies and workshop

To find out more about our ISO 10002:04 Customer Satisfaction, Complaints and Claims training, contact SGS today.