LAPT
London Academy of Professional Training
Master Certificate
Level 6-7
Leadership
ISO Management & Services
ISO 10002CSRM — Customer Satisfaction and Complaints Handling in Care
REF: MGT-CSRM-10002CSRM
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Continuous Improvement in Care Services
Understanding Customer Expectations in Care Services
Implementing Effective Feedback Mechanisms
Analyzing Complaints to Drive Improvement
Developing a Continuous Improvement Framework
Leadership Strategies for Sustaining Quality Improvement
2
Staff Training and Development
Understanding Customer Satisfaction in Care Services
Identifying and Analyzing Customer Complaints
Developing Effective Complaint Handling Procedures
Training Staff in Customer Satisfaction Best Practices
Measuring and Improving Customer Satisfaction Outcomes
3
Effective Communication Strategies
Understanding the Importance of Communication in Care Services
The Fundamentals of Active Listening Techniques
Verbal and Non-Verbal Communication Skills
Tailoring Communication Strategies for Diverse Needs
Handling Complaints Effectively through Communication
4
Complaints Handling Techniques
Understanding Complaints in Care Services
Frameworks and Standards for Complaints Handling
Communication Techniques for Effective Complaint Resolution
Investigating and Analyzing Complaints
Creating a Culture of Continuous Improvement
5
Customer Satisfaction Metrics
Understanding Customer Satisfaction in Care Services
Key Metrics for Measuring Customer Satisfaction
Collecting and Analyzing Customer Feedback
Implementing Improvement Strategies Based on Feedback
Evaluating Customer Satisfaction Improvement Efforts
6
Introduction to ISO Standards
Understanding ISO Standards in Care Services
ISO 10002: The Framework for Customer Satisfaction
Complaints Handling as a Key Component of Quality Management
Integrating Customer Feedback into Service Improvement
Leadership Roles in Implementing ISO 10002
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