ISO 10002 training: curriculum and assessment

Audience and preparation

The course is intended for complaint coordinators, customer-service supervisors and colleagues who review remedies and improvement, not for deciding employment disputes. Identify your complaint channels, escalation authority and learner roles before enrolment. The planned learning path must distinguish receiving a complaint, investigating its merits and authorising a response; one person may need different competence for each task.

Learning sequence and expected records

Learn to receive, acknowledge, assess and respond to a product or service complaint while preserving a clear responsibility and communication trail. Bring an anonymised complaint, order/service record, response timeline and closure criteria. Separate the complainant’s requested remedy from the organisation’s supported conclusion. ISO 10002 provides complaints-handling guidance; employment disputes and disputes referred outside the organisation are different scopes. The exercise does not create an accredited organisational certificate or decide a legal entitlement.

Planning exercise

Worked exercise: a damaged delivery is reported by telephone, email and an online form, creating three records for the same event. One record is marked closed after a replacement is ordered, but nobody has communicated the decision to the customer. Reconcile the identifiers and chronology, establish who answers and retain the reasons and actual response. Assessment requires a defensible closure decision and an improvement measure; counting three complaints or issuing a new procedure without evidence misses the problem.

Assessment and role limits

For assessment, submit a channel-to-responsibility map and explain who can approve the proposed response, how the complainant is informed and what makes closure defensible. Include a fairness or conflict-of-interest check and a measurable follow-up. QRS can deliver the agreed training and exercises within its stated training role. Neither attendance nor this exercise determines legal compensation or establishes organisational certification under an unspecified scheme.

Official references

• ISO