Customer Complaint Handling (ISO 10002) (QP-028) Training Course

Customer Complaint Handling (ISO 10002)

Complaints are valuable feedback that can prevent customer loss and reveal process failures. Organisations that handle complaints well turn dissatisfied customers into…

5 daysClassroom or online

13Upcoming dates

7Cities

£2,850Fees from

Course overview

Why Attend

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 LLMI 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.

Course 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

Target Audience

Customer service managers

Quality managers

Complaint handlers

Compliance professionals

Operations managers

Public sector service staff

Course Methodology

Process design workshops

Role plays

Data analysis exercises

Case studies

Group discussions

Course outline

1Day 1: Complaint Handling Principles

Value of complaints
ISO 10002 overview
Principles
Regulatory expectations
Customer expectations
Exercise: Complaint process review

2Day 2: Designing the Process

Channels
Recording
Acknowledgement
Responsibilities
Timelines
Workshop: Process design

3Day 3: Investigation and Resolution

Investigation
Fair outcomes
Remedies
Escalation
Closure
Role play: Handling a complaint

4Day 4: Communication

Empathy
Difficult customers
Written responses
Apologies
Service recovery
Exercise: Response letter

5Day 5: Analysis and Improvement

Complaint data
Trend analysis
Root causes
Reporting
Continuous improvement
Capstone: Complaint handling plan

Frequently asked questions

How long is the Customer Complaint Handling (ISO 10002) course?

The course runs over 5 days of classroom training, usually Monday to Friday.

When is the next Customer Complaint Handling (ISO 10002) course?

The next public date is 21 - 25 Dec 2026 in Barcelona. There are 13 upcoming dates in total.

Where is this course held?

Upcoming sessions run in Barcelona, Amsterdam, London, Istanbul, Vienna, Paris, Frankfurt.

Can I take Customer Complaint Handling (ISO 10002) online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,050 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,850 per delegate, depending on the city. Fees include tuition and course materials.

Do participants receive a certificate?

Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.

Can this course be delivered in-house for our team?

Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.

Course information last updated 14 November 2026.

Customer Complaint Handling (ISO 10002)

Course overview

Course outline

Dates and fees

Frequently asked questions

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