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This course contains the use of artificial intelligence.

Customer complaints are one of the strongest indicators of organizational risk, trust, and performance. When audited correctly, they reveal systemic weaknesses, legal exposure, and opportunities for continual improvement.

This advanced ISO 10002:2018 Lead Auditor course is designed to equip professionals with the knowledge, skills, and audit mindset required to audit Complaints Handling Systems (CHS) in line with ISO 10002:2018 and ISO 19011 auditing principles.

Unlike basic awareness or implementation courses, this program is fully audit-focused. You will learn how to plan, conduct, report, and follow up ISO 10002 audits using real audit trails, evidence-based techniques, case studies, and exam-style scenarios.

Important clarity: ISO 10002 is a guideline standard. This course certifies auditor competence, not organizational ISO certification.

What You’ll Learn

By the end of this course, you will be able to:

• Interpret ISO 10002:2018 clause-by-clause from an auditor’s perspective

• Audit Guiding Principles such as objectivity, accessibility, confidentiality, accountability, and customer focus

• Evaluate the complaint lifecycle from receipt to closure with full traceability

• Identify major vs minor nonconformities in complaints handling

• Apply ISO 19011 audit principles to ISO 10002 audits

• Plan and conduct Stage 1, Stage 2, surveillance, and internal audits

• Write professional audit findings and reports

• Prepare confidently for ISO 10002 Lead Auditor exams and assessments

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