IMPROVEMENT THROUGH COMPLAINTS

IMPROVEMENT THROUGH COMPLAINTS
Complaints are often seen as something negative for organizations.
The International Organization for Standardization (ISO) has published a Standard of guidelines for handling complaints – ISO 10002 – which, associated with appropriate behavioral postures, can change this perspective.
Following these guidelines, the analysis and treatment of complaints can result in the improvement of processes, methodologies used, customer satisfaction and, ultimately, results.
This course includes the interpretation of ISO 10002 – Guidelines for handling complaints in organizations and identifying communication attitudes that promote improvement. r and exemplify the implementation of the requirements of this Standard in a simple, playful and practical way.
OBJECTIVES
At the end of the action, trainees will be able to:
– Identify the concepts and principles associated with the subject of complaints,
– Identify the importance of complaints
– Interpret the ISO 10002 guidelines and exemplify ways to implement it
– Identify communication attitudes that promote improvement.
RECIPIENTS
– Service Professionals, essentially those who deal directly with external customers.
– Quality managers and/or those responsible for handling complaints
PREREQUISITES
It is important to have a copy of ISO 10002:2020 and preferably also of ISO 9001:2015.
CONTENTS
– Definition and generic concepts related to Quality and in particular complaints,
– Receipt and Management of Complaints;
– ISO 10002 – Guidelines for Handling Complaints in Organizations;
– The Improvement and Complaints cycle;
– Communication styles that promote improvement.
METHODOLOGY
To be carried out online, live, or in a face-to-face format, using active and discovery methods (practical group exercises, simulations, recreational activities, etc.) in order to promote the motivation and commitment of the participants.
DURATION
16h
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AVTASQ was created ten years ago by Captain Carlos Pires, with the aim of creating and adding value to professionals in the field of Civil Aviation throughout the world.
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