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Training - Customer Satisfaction and Complaints Handling according to ISO 10002 & ISO/TS 10004 standards

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Protecting and respecting privacy

The processing of personal data is necessary for the examination of your request, made in your capacity as a professional, to AFNOR Group. Where applicable, this data may also be used to send you commercial information.

In accordance with current European regulations, you have rights of access, rectification, erasure, withdrawal of consent, limitation of processing, opposition to processing and portability concerning your data.

These rights may be exercised by sending a message to the AFNOR DPO.

French speakers: Click here.

English speakers: Click here.


Detailed information on the use of your data and the exercise of your rights can be found in the AFNOR Group's charter on the protection of personal data and privacy.

Click here to find out more.

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Customer satisfaction and complaints handling in accordance with ISO 10002:2018 & ISO/TS 10004:2018 standards

Training - cqi and irca iso 14001 conversion auditorTRAINING OBJECTIVES

Learn and master :

  • The concept of customer satisfaction and its guiding principles
  • The framework for monitoring and measuring customer satisfaction
  • Customer satisfaction monitoring and measurement plan
  • Processes for monitoring and measuring customer satisfaction
  • Updating and improving monitoring and measurement processes.

Training - cqi and irca iso 14001 conversion auditorWHO IS CONCERNED?

All company executives.

Training - cqi and irca iso 14001 conversion auditorCOURSE CONTENT (2 DAYS)

Day 1

    • Understanding the context of ISO 10002:2018 & ISO/TS 10004:2018 standards
    • Useful customer satisfaction terms and definitions
    • Relationship of ISO 10002:2018 and ISO 10004:2018 with other standards
    • The guiding principles for handling complaints according to ISO 10002:2018
      (Visibility, Accessibility, Responsiveness, Objectivity, Confidentiality) o The concept of customer satisfaction according to ISO 10004:2018
    • The overall approach to monitoring and measuring customer satisfaction (identifying expectations and collecting data).

Day 2

      • The claims handling process :
      • Receiving and handling complaints, taking into account claimants' needs and expectations
      • Handling complaints: corrective and remedial actions
      • Analysis and evaluation of complaints to improve product and service quality, including customer service
      • Quality tools for problem-solving (brainstorming, 5 whys, cause-effect diagram, 8D...)

Training - cqi and irca iso 14001 conversion auditorWHY CHOOSE THE AFNOR GROUP?

We're committed to your training success

  • 40 years of training experience
  • 31 training centers worldwide
  • 17 e-learning modules
  • 10,000 trainees a year
  • Certifying training courses (ICA, IRCA, etc.)
  • 40 locations worldwide.
Training - Logo AFNOR INTERNATIONAL TRAINING

Would you like more information about this service or do you have a question?
Please fill out the form below and we will get back to you as soon as possible.

Main address

Protecting and respecting privacy

The processing of personal data is necessary for the examination of your request, made in your capacity as a professional, to AFNOR Group. Where applicable, this data may also be used to send you commercial information.

In accordance with current European regulations, you have rights of access, rectification, erasure, withdrawal of consent, limitation of processing, opposition to processing and portability concerning your data.

These rights may be exercised by sending a message to the AFNOR DPO.

French speakers: Click here.

English speakers: Click here.


Detailed information on the use of your data and the exercise of your rights can be found in the AFNOR Group's charter on the protection of personal data and privacy.

Click here to find out more.

Request a quote
Main address

Protecting and respecting privacy

The processing of personal data is necessary for the examination of your request, made in your capacity as a professional, to AFNOR Group. Where applicable, this data may also be used to send you commercial information.

In accordance with current European regulations, you have rights of access, rectification, erasure, withdrawal of consent, limitation of processing, opposition to processing and portability concerning your data.

These rights may be exercised by sending a message to the AFNOR DPO.

French speakers: Click here.

English speakers: Click here.


Detailed information on the use of your data and the exercise of your rights can be found in the AFNOR Group's charter on the protection of personal data and privacy.

Click here to find out more.

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