Global Learning for Operational Leaders
Classroom
14 sessions
Scroll for more
Online / Live
14 sessions
Scroll for more
Introduction
Course overview
Complaints are valuable feedback that can prevent customer loss and reveal process failures. Organisations that handle complaints well turn dissatisfied customers into loyal ones.
This Aractech course explains complaint handling principles and ISO 10002 guidance, designing a complaint process, receiving and acknowledging complaints, investigation and resolution, communication with customers, data analysis and using complaints to drive improvement. Participants design a complaint handling process.
The course suits quality, customer service and compliance professionals.
What you will achieve
Learning objectives
- Explain complaint handling principles and ISO 10002
- Design an accessible complaint handling process
- Investigate and resolve complaints fairly
- Communicate effectively with complainants
- Analyse complaint data for trends and root causes
- Use complaints to improve products and services
Who should attend
Target audience
- Customer service managers
- Quality managers
- Complaint handlers
- Compliance professionals
- Operations managers
- Public sector service staff
Methodology
Learning approach
- Process design workshops
- Role plays
- Data analysis exercises
- Case studies
- Group discussions
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Complaint Handling Principles
- Value of complaints
- ISO 10002 overview
- Principles
- Regulatory expectations
- Coffee break
- Regulatory expectations (continued)
- Customer expectations
- Exercise: Complaint process review
Day 2
Designing the Process
- Channels
- Recording
- Acknowledgement
- Responsibilities
- Coffee break
- Responsibilities (continued)
- Timelines
- Workshop: Process design
Day 3
Investigation and Resolution
- Investigation
- Fair outcomes
- Remedies
- Escalation
- Coffee break
- Escalation (continued)
- Closure
- Role play: Handling a complaint
Day 4
Communication
- Empathy
- Difficult customers
- Written responses
- Apologies
- Coffee break
- Apologies (continued)
- Service recovery
- Exercise: Response letter
Day 5
Analysis and Improvement
- Complaint data
- Trend analysis
- Root causes
- Coffee break
- Root causes (continued)
- Reporting
- Continuous improvement
- Capstone: Complaint handling plan
FAQ
Frequently asked questions
What does Customer Complaint Handling (ISO 10002) (QP-028) cover?
This course covers Quality and Productivity through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 2 - 6 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Customer service managers, Quality managers, Complaint handlers
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Frankfurt, Barcelona, Amsterdam, London, Istanbul, Vienna, Paris.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
Quick request
Send quick request
Send a fast enquiry about this course and the academy team will get back to you.
Get a quotation
Request a formal quotation
Choose an available date and venue, add your participants, and we will email a formal quotation for Customer Complaint Handling (ISO 10002) to your business address.