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ISO 10002:2018 (Third Edition) – Quality Management – Customer Satisfaction – Guidelines for complaint handling in organizations launched in July 2018. It requires more involvement and commitment of the top management. It provides guidance for the plan, design, develop, maintain and improve an effective and efficient complaints-handling process for all types of commercial / non-commercial activities, including those related to electronic commerce.

Course outline:
1.Concepts of Complaint Handling Management
2. Benefits of implementation of ISO 10002
3. Overview of ISO 10002:2018 Standards
4. Certification Process of ISO 10002

Speaker(s) Jacky Yeung
• Project Manager of SGS HK Limited.
• Seasoned Lead Auditor and Trainer in Quality, Environmental, Occupational Health and Safety Management and Service Industry
• Sustainability and innovation management project practitioner with GRI Nominated Trainer Qualification
• Experienced in ISO management system consultancy and in-house Internal Auditor for listed companies
• Master of Science in Environmental Management; Bachelor of Science in Chemistry, Minor in Social Science; Professional Diploma in Occupational Safety and Health
Language Cantonese
Date and Time 2019/05/16 14:00 to 17:00
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Kelly Leung
Tel: 2823 1239
Email: kelly@chamber.org.hk
Fee Members @ HK$850 / Non-Members @ HK$1,050
+$50 for booking offline
Members enjoy 30% discount with BOC HKGCC VISA Card
Notes - Bookings are only confirmed upon receipt of payment, on a first come first served basis.
- Booking transfer is allowed for corporate members with advanced notice, walk-ins are normally not accepted.
- The Chamber reserves the right to decline any booking or cancel the event. In such case, a full refund of the participation fee will be issued.
- No refund will be made for last minute cancellations or no-shows. If the booking is cancelled at least 7 days before the event, and in such cases the refund will be subjected to a 10% administration fee, or HK$100 deduction, whichever is higher.
- Members paying with their BOC HKGCC Visa Card will enjoy a 30% discount on their reservation. The discount is only applicable to the card holder, and does not extend to their guests. The discount cannot be used in conjunction with Chamber Coupons.
- A $50 handling fee per person will be charged for all offline bookings (e.g. fax, e-mail, post) for all Chamber events. Go online today by downloading our app or registering on the HKGCC website to save the environment and money.
- Priority is given to corporate members. The decision to accept or decline any booking shall be at sole discretion of the Chamber.