ISO/IEC 10002:2018 - CUSTOMER
SATISFACTION AND COMPLAINT
MANAGEMENT

Overview

Customer satisfaction needs to be a priority for companies that want to maintain their competitive edge, make profits, and make more informed decisions. Successful management of claims and complaints is essential to maintaining customer satisfaction and limiting damage to your brand’s reputation.

ISO 10002 Certification can help you to achieve this whatever the size or nature of your business. By obtaining an ISO 10002 certification, you will be able to show your commitment towards improving customer services, as well as demonstrate to the stakeholders that you are taking the necessary measures to continually monitor, measure, and improve the organization’s process of handling complaints. In the long run, this will enable you to reduce the number of complaints and establish a pool of happy and loyal customers.

Benefits of ISO 10002 Certification

 Understand customer expectations

 Improve processes by initiating corrective actions based on the feedback received from data gathering

 Remove the causes of complaints

 Develop the skills needed to improve customer expectations

 Enhance your brand’s/ organization’s reputation

 Attract new customers

 Increase sales and profitability

ISO 10002 Foundation (FD):

ISO 10002 Foundation training enables you to learn the basic elements to monitor, measure and manage the Customer Satisfaction and Complaint handling process. During this training course, you will be able to learn the best practices used to meet and/or exceed customer expectations.

Upon the completion of this course, you can sit for the exam and apply for an “SandBP Certified ISO 10002(Customer Satisfaction and Complaint Management) Foundation” credential. An SandBP Foundation Certificate shows that you have understood the fundamental concepts, methodologies, processes, and management approach.

ISO 10002 Professional (PR)

ISO 10002 Practitioner training enables you to acquire the expertise to support and lead an organization and its team to successfully understand, monitor, measure and manage customer satisfaction based on ISO 10002. During this training course, you will also gain comprehensive knowledge of the best practices of Customer Satisfaction and Compliant management and be able to effectively apply them in an organization to meet and/or exceed customer expectations

After mastering all the necessary concepts of Customer Satisfaction and Compliant management, you can sit for the exam and apply for an “SandBP Certified ISO 10002 Practitioner” credential. By holding an SandBP Certificate, you will be able to demonstrate that you have the professional capabilities and competencies to effectively manage customer satisfaction in an organization.

Terms of Certification

 Candidates who score 70% and above in the examination will be issued an SANDBP certificate.

 In case you do not meet the pass mark, you can retake the exam for FREE after the first attempt while subsequent retakes would come at a cost.

Criteria for Suspending and Withdrawing the Scope of Certification

SANDBP reserves the right to suspend or revoke certifications for reasons including fraud, deceit, or submission of inaccurate data.

Process:

 Certificate holders will be notified by certified mail if evidence of charges is found.

 They may present their defense in writing to the certification board.

 The board will review the case and decide to uphold or deny the suspension/revocation.

Causes for Suspension/Withdrawal:

 Improper use of certificates/logos

 Malpractices

 Providing false information

 Ineligibility for applied examinations

 Voluntary suspension requests

Recertification Process

Recertification ensures that certified individuals maintain their knowledge and skills in line with the latest standards and practices. It is a critical process that reaffirms the competency of certified professionals, allowing them to stay current with evolving industry standards.

Criteria for Recertification:

 Transition Exam:

  • Individuals must take and pass a transition exam when there is a change in the current version of the certification standard.
  • The transition exam focuses on the updates and changes in the new version of the standard,     ensuring that certified individuals are knowledgeable about the latest requirements and practices.

 Adherence to Code of Ethics:

Certified individuals must adhere to a code of ethics, demonstrating professionalism and integrity in their practice. Any violations of the code of ethics may result in the suspension or revocation of certification

 Payment of Recertification Fees:

Payment of the required recertification fees is necessary to process and validate the renewal of certification.

Introduction

To maintain the integrity and fairness of our examinations, specific guidelines have been established for proctoring. These rules apply to all candidates and must be adhered to strictly. Failure to comply may result in disqualification or other disciplinary actions.

General Requirements

Technology Setup

  •  Device: Use a desktop or laptop with a working webcam and microphone. Mobile phones or tablets are not permitted unless explicitly allowed.
  •  Internet: Ensure a stable internet connection with sufficient bandwidth to stream video and audio continuously.
  •  Browser: Use the designated browser as specified by the exam platform.
  •  Power Backup: Ensure your device is fully charged and/or connected to a reliable power source.

Environmental Setup

  •  Location: Choose a quiet, well-lit room with minimal distractions.
  •  Background: Ensure the background is plain and free of any clutter or distractions.
  •  Privacy: No other person is allowed in the room during the examination.

Pre-Exam Procedures

Present a valid government-issued photo ID or institution-approved identification document. Ensure that no unauthorized materials (e.g., books, notes, or electronic devices) are present.

During the Exam
Behavior Guideline
  •  Focus on the Screen: Avoid looking away from the screen for extended periods.
  •  No Assistance: You are prohibited from receiving help from anyone or any external resource.
Prohibited Items
  •  Electronic devices such as mobile phones, tablets, smartwatches, and earphones.
  •  Books, notes, or any other study material unless explicitly permitted.
Proctor Interaction
  •  Follow all instructions given by the proctor.
  •  If contacted for clarification or rule enforcement, respond promptly and cooperatively.
  •  Inform the proctor immediately in case of technical issues.

Post-Exam Procedures

Submission
  •  Ensure your exam responses are submitted within the designated time.
  •  Do not close the exam window or disconnect until you receive confirmation that your submission is successful.
Feedback
  •  Report any technical issues or concerns to the designated support team immediately aƜer the exam.

Violations and Consequences

Examples of Violations

  •  Using unauthorized materials or devices.
  •  Attempting to impersonate another candidate.
  •  Engaging in suspicious behavior (e.g., frequent movement, talking).
  •  Disconnecting intentionally without justification.

Consequences

  •  Warnings for minor infractions.
  •  Disqualification of the exam attempt for major violations.

Support and Troubleshooting

Contact the technical support team in case of any issues with logging in, connectivity, or proctoring tools. (support@sandbp.net)

FREE

  • Level : Foundation
  • Duration: 1 Day
  • Exam Duration : 1 hour
  • Retake Exam: Yes
  • Passing Score: 70%
Enroll Course

$115

  • Level : Professional
  • Duration: 4-6 Days
  • Exam Duration : 2 hours
  • Retake Exam: Yes
  • Passing Score: 70%
Enroll Course