📄 ISO 10002 — Customer Satisfaction and Complaints Handling — Certification Brochure
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IS
LAPT
Master Certificate Level 6-7 Leadership ISO Health
ISO 10002 — Customer Satisfaction and Complaints Handling
REF: HL-CSR-10002
6
Subjects
500
Total Marks
65%
Pass Mark
Lifetime
Validity
Prerequisites

None

Awarding Body: LAPT — London Academy of Professional Training

Curriculum Overview
1 Leadership in Customer Service 5 chapters · 100 marks
Understanding Customer Expectations in Healthcare Services
Developing a Customer-Centric Leadership Approach
Implementing Effective Complaints Handling Mechanisms
Utilizing Data to Drive Customer Satisfaction Improvements
Fostering a Continuous Improvement Culture in Patient Care
2 Improvement Measures and Evaluation 5 chapters · 75 marks
Understanding Customer Satisfaction in Health Care
Introduction to ISO 10002 Standards
Implementing Improvement Measures Based on Feedback
Evaluating the Effectiveness of Improvement Strategies
Leading a Culture of Continuous Improvement in Care Services
3 Training and Development 5 chapters · 75 marks
Understanding Customer Satisfaction Principles
Introduction to ISO 10002 Standards
Implementing Effective Complaints Handling Processes
Leadership and Culture in Customer Satisfaction
Continuous Improvement and Compliance Monitoring
4 Data Analysis and Reporting 5 chapters · 75 marks
Understanding Data Types and Collection Methods in Healthcare
Data Cleaning and Preparation for Analysis
Quantitative Analysis Techniques for Customer Feedback
Qualitative Analysis of Complaints and Satisfaction Data
Reporting Findings and Driving Improvement in Healthcare Services
5 Complaints Handling Strategies 5 chapters · 75 marks
Understanding Customer Complaints in Healthcare
ISO 10002 Principles and Framework
Developing a Complaints Handling Policy
Training Staff in Complaints Management
Analyzing and Improving Complaint Trends
6 Customer Satisfaction Principles 5 chapters · 100 marks
Understanding Customer Satisfaction in Healthcare
Principles of Effective Complaint Management
Measuring Customer Satisfaction: Tools and Techniques
Implementing ISO 10002 Standards in Healthcare Services
Creating a Culture of Continuous Improvement in Customer Satisfaction
Assessment Breakdown

Passing Mark: 325 / 500 (65%)

How to Enrol

Website: lapt.org

Email: info@lapt.org

Phone: +44 7513 283044

Address: 85 Great Portland Street, W1W 7LT, United Kingdom

Hours: Monday – Friday, 9AM – 5PM

LAPT — London Academy of Professional Training
Master Certificate | Leadership | Level 6-7
Ref: HL-CSR-10002
lapt.org
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ISO 10002 — Customer Satisfaction and Complaints Handling