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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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Address

Av. D. João II , 50
Edifício Mar Vermelho, 4-Piso
1990-095 Parque das Nações
Portugal

Contacts

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.

Location

Address

Beloura Office Park

Rua do Centro Empresarial Ed. 2, sala 8

2710-693 Sintra 

 

Contacts

Contacts

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