ISO 10002CSRM — Customer Satisfaction and Complaints Handling in Care — Certification Brochure

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London Academy of Professional Training
Certificate
ISO 10002CSRM — Customer Satisfaction and Complaints Handling in Care
ISO Certification Programme
REF: MGT-CSRM-10002CSRM  •  ISO Management & Services  •  Care Services
6Subjects 30Chapters 180Classes 430Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceMGT-CSRM-10002CSRM
AwardCertificate
Assessment430 marks — 258 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Complaints Handling Techniques 5 chapters · 30 classes  85 marks
• 1 Understanding Complaints in Care Services — 6 classes
› 1.1 Define Complaints within Care Services
› 1.2 Identify Common Sources of Complaints in Care
› 1.3 Analyze the Impact of Complaints on Care Quality
› 1.4 Recognize the Psychological Aspects of Complaints
› 1.5 Explore Effective Communication Strategies for Complaints Handling
› 1.6 Implement a Complaints Response Framework in Care Settings
• 2 Frameworks and Standards for Complaints Handling — 6 classes
› 2.1 Identify Key Frameworks for Effective Complaints Handling
› 2.2 Analyze the ISO 10002CSRM Standards for Customer Satisfaction
› 2.3 Evaluate Legal and Ethical Considerations in Complaints Management
› 2.4 Implement Best Practices in Complaints Handling
› 2.5 Develop a Complaints Handling Policy Aligned with Standards
› 2.6 Create Action Plans for Continuous Improvement in Customer Feedback
• 3 Communication Techniques for Effective Complaint Resolution — 6 classes
› 3.1 Understand the Importance of Active Listening in Complaints Handling
› 3.2 Practice Empathy to Build Rapport with Complainants
› 3.3 Utilize Open-Ended Questions to Gather Detailed Information
› 3.4 Apply Non-Verbal Communication Techniques for Effective Engagement
› 3.5 Develop Clarification Skills to Ensure Accurate Understanding
› 3.6 Implement Strategies for Delivering Constructive Feedback to Complainants
• 4 Investigating and Analyzing Complaints — 6 classes
› 4.1 Identify the Key Components of a Complaint
› 4.2 Apply Effective Listening Techniques in Complaints Investigation
› 4.3 Utilize a Framework for Analyzing Complaints
› 4.4 Distinguish Between Different Types of Complaints
› 4.5 Develop a Plan for Gathering Evidence in Complaints
› 4.6 Evaluate Findings to Improve Customer Satisfaction
• 5 Creating a Culture of Continuous Improvement — 6 classes
› 5.1 Assessing Current Complaints Handling Practices
› 5.2 Identifying Barriers to Continuous Improvement
› 5.3 Implementing Feedback Mechanisms for Staff and Customers
› 5.4 Developing Training Strategies for Effective Complaints Resolution
› 5.5 Establishing Key Performance Indicators for Improvement
› 5.6 Creating an Action Plan for Sustained Cultural Change
2 Continuous Improvement in Care Services 5 chapters · 30 classes  45 marks
• 1 Understanding Customer Expectations in Care Services — 6 classes
› 1.1 Define Customer Expectations in Care Services
› 1.2 Identify Key Factors Influencing Customer Expectations
› 1.3 Analyze the Impact of Cultural Differences on Expectations
› 1.4 Assess Current Client Satisfaction Levels in Care Services
› 1.5 Develop Strategies to Meet and Exceed Customer Expectations
› 1.6 Implement Feedback Mechanisms for Continuous Improvement
• 2 Implementing Effective Feedback Mechanisms — 6 classes
› 2.1 Identify Key Feedback Channels in Care Services
› 2.2 Develop Effective Surveys for Patient Feedback
› 2.3 Enhance Communication Skills for Gathering Feedback
› 2.4 Analyze Feedback Data to Identify Improvement Areas
› 2.5 Implement Action Plans Based on Feedback Outcomes
› 2.6 Evaluate the Impact of Feedback Mechanisms on Care Quality
• 3 Analyzing Complaints to Drive Improvement — 6 classes
› 3.1 Identify Key Components of Customer Complaints
› 3.2 Utilize Data Analysis Techniques to Assess Complaints
› 3.3 Categorize Complaints for Improved Understanding
› 3.4 Investigate Root Causes of Common Complaints
› 3.5 Develop Action Plans Based on Complaint Analysis
› 3.6 Measure the Impact of Changes on Customer Satisfaction
• 4 Developing a Continuous Improvement Framework — 6 classes
› 4.1 Assess Current Practices in Care Services
› 4.2 Identify Key Areas for Improvement
› 4.3 Develop Strategies for Enhancing Customer Satisfaction
› 4.4 Implement a Feedback Collection System
› 4.5 Analyze Feedback and Measure Impact
› 4.6 Foster a Culture of Continuous Improvement in the Team
• 5 Leadership Strategies for Sustaining Quality Improvement — 6 classes
› 5.1 Analyze Current Leadership Practices in Care Services
› 5.2 Identify Key Attributes of Effective Leadership for Quality Improvement
› 5.3 Develop Strategies for Fostering a Culture of Continuous Improvement
› 5.4 Implement Feedback Mechanisms for Leadership Effectiveness
› 5.5 Create Action Plans for Addressing Team Challenges in Care Services
› 5.6 Evaluate Outcomes of Leadership Strategies on Service Quality
3 Customer Satisfaction Metrics 5 chapters · 30 classes  85 marks
• 1 Understanding Customer Satisfaction in Care Services — 6 classes
› 1.1 Define Customer Satisfaction in Care Services
› 1.2 Explore Key Metrics for Measuring Satisfaction
› 1.3 Analyze Customer Feedback and Complaints
› 1.4 Identify Factors Influencing Satisfaction in Care
› 1.5 Discuss Best Practices for Complaints Handling
› 1.6 Develop an Action Plan to Enhance Customer Satisfaction
• 2 Key Metrics for Measuring Customer Satisfaction — 6 classes
› 2.1 Identify Key Customer Satisfaction Metrics
› 2.2 Analyze Customer Feedback Trends
› 2.3 Measure Net Promoter Score (NPS) Effectively
› 2.4 Evaluate Customer Effort Score (CES) Importance
› 2.5 Implement Customer Satisfaction Surveys
› 2.6 Utilize Data to Enhance Customer Experience
• 3 Collecting and Analyzing Customer Feedback — 6 classes
› 3.1 Identify Key Customer Feedback Channels
› 3.2 Design Effective Customer Feedback Surveys
› 3.3 Implement Feedback Collection Technologies
› 3.4 Analyze Customer Feedback for Insights
› 3.5 Evaluate the Impact of Customer Complaints
› 3.6 Develop an Action Plan Based on Feedback Analysis
• 4 Implementing Improvement Strategies Based on Feedback — 6 classes
› 4.1 Analyze Customer Feedback for Key Insights
› 4.2 Identify Trends in Customer Satisfaction Metrics
› 4.3 Develop Improvement Strategies Based on Feedback
› 4.4 Establish Goals for Enhancing Customer Experience
› 4.5 Implement Action Plans for Improvement Strategies
› 4.6 Evaluate the Effectiveness of Improvement Initiatives
• 5 Evaluating Customer Satisfaction Improvement Efforts — 6 classes
› 5.1 Analyze Current Customer Satisfaction Metrics
› 5.2 Identify Key Factors Influencing Customer Satisfaction
› 5.3 Develop Improvement Strategies Based on Data Analysis
› 5.4 Implement Customer Feedback Mechanisms
› 5.5 Evaluate the Effectiveness of Satisfaction Improvement Efforts
› 5.6 Communicate Findings and Adjust Strategies for Continuous Improvement
4 Effective Communication Strategies 5 chapters · 30 classes  45 marks
• 1 Understanding the Importance of Communication in Care Services — 6 classes
› 1.1 Identify Key Communication Barriers in Care Services
› 1.2 Explore the Role of Active Listening in Patient Interactions
› 1.3 Analyze Non-Verbal Communication Cues in Care Settings
› 1.4 Develop Empathy Through Effective Communication Techniques
› 1.5 Implement Feedback Mechanisms for Improved Care Communication
› 1.6 Create a Comprehensive Communication Plan for Care Teams
• 2 The Fundamentals of Active Listening Techniques — 6 classes
› 2.1 Explore the Definition and Importance of Active Listening in Care
› 2.2 Identify Key Components of Active Listening Techniques
› 2.3 Demonstrate Paraphrasing and Summarizing for Clarity
› 2.4 Practice Non-Verbal Communication Skills for Enhanced Listening
› 2.5 Analyze Real-Life Scenarios to Apply Active Listening Techniques
› 2.6 Develop Personal Action Plans to Improve Active Listening in Practice
• 3 Verbal and Non-Verbal Communication Skills — 6 classes
› 3.1 Explore the Fundamentals of Verbal Communication in Care Settings
› 3.2 Analyze the Impact of Tone and Volume on Patient Perception
› 3.3 Identify Key Non-Verbal Cues and Their Meanings
› 3.4 Practice Active Listening Techniques to Enhance Engagement
› 3.5 Demonstrate Effective Body Language for Positive Interactions
› 3.6 Apply Verbal and Non-Verbal Skills in Real-life Complaint Scenarios
• 4 Tailoring Communication Strategies for Diverse Needs — 6 classes
› 4.1 Assess Individual Communication Needs in Care Settings
› 4.2 Explore Cultural Sensitivity in Customer Interactions
› 4.3 Implement Active Listening Techniques for Effective Engagement
› 4.4 Utilize Visual Aids to Enhance Understanding in Diverse Populations
› 4.5 Develop Tailored Communication Plans for Specific Client Groups
› 4.6 Evaluate the Effectiveness of Communication Strategies in Practice
• 5 Handling Complaints Effectively through Communication — 6 classes
› 5.1 Identify Key Components of Effective Complaint Communication
› 5.2 Analyze Common Customer Complaints in Care Settings
› 5.3 Develop Active Listening Skills for Handling Complaints
› 5.4 Practise Empathy in Responding to Customer Concerns
› 5.5 Implement Structured Response Techniques for Complaints
› 5.6 Evaluate and Reflect on Communication Strategies with Real Case Scenarios
5 Introduction to ISO Standards 5 chapters · 30 classes  85 marks
• 1 Understanding ISO Standards in Care Services — 6 classes
› 1.1 Define ISO Standards and Their Importance in Care Services
› 1.2 Explore the Core Principles of Customer Satisfaction in Care
› 1.3 Identify Key Components of ISO 10002CSRM for Complaints Handling
› 1.4 Analyze Case Studies of ISO Standards Implementation in Care
› 1.5 Assess the Benefits of ISO Certification for Care Providers
› 1.6 Develop an Action Plan for Integrating ISO Standards in Your Practice
• 2 ISO 10002: The Framework for Customer Satisfaction — 6 classes
› 2.1 Understand the Importance of Customer Satisfaction in Care
› 2.2 Explore the Key Principles of ISO 10002 Framework
› 2.3 Identify Stakeholders and Their Roles in Customer Complaints
› 2.4 Analyze the Process for Handling Customer Complaints
› 2.5 Implement Best Practices for Effective Communication
› 2.6 Evaluate the Impact of Complaints Handling on Service Improvement
• 3 Complaints Handling as a Key Component of Quality Management — 6 classes
› 3.1 Understand the Role of Complaints in Quality Management
› 3.2 Identify Common Types of Customer Complaints in Care
› 3.3 Explore ISO 10002 Standards for Effective Complaints Handling
› 3.4 Develop Skills for Active Listening in Complaint Resolution
› 3.5 Implement Effective Feedback Mechanisms for Ongoing Improvement
› 3.6 Create an Action Plan for Integrating Complaints Handling into Quality Practices
• 4 Integrating Customer Feedback into Service Improvement — 6 classes
› 4.1 Understand the Role of Customer Feedback in Service Enhancement
› 4.2 Identify Different Types of Customer Feedback and Their Importance
› 4.3 Explore Methods for Collecting Customer Feedback Effectively
› 4.4 Analyze Customer Feedback to Identify Trends and Patterns
› 4.5 Develop Action Plans Based on Customer Feedback Insights
› 4.6 Evaluate the Impact of Service Improvements on Customer Satisfaction
• 5 Leadership Roles in Implementing ISO 10002 — 6 classes
› 5.1 Understand the Importance of Leadership in ISO 10002 Implementation
› 5.2 Identify Key Leadership Roles for Effective Customer Satisfaction Management
› 5.3 Analyze the Impact of Leadership Decisions on Complaint Handling Processes
› 5.4 Develop Leadership Skills to Foster a Customer-Centric Culture
› 5.5 Create Action Plans for Leaders to Enhance ISO 10002 Compliance
› 5.6 Evaluate Leadership Strategies for Ongoing Improvement in Customer Satisfaction
6 Staff Training and Development 5 chapters · 30 classes  85 marks
• 1 Understanding Customer Satisfaction in Care Services — 6 classes
› 1.1 Define Customer Satisfaction in Care Services
› 1.2 Identify Key Factors Influencing Customer Satisfaction
› 1.3 Analyze Customer Feedback Mechanisms in Care Settings
› 1.4 Explore Best Practices for Enhancing Customer Satisfaction
› 1.5 Develop Effective Strategies for Handling Complaints
› 1.6 Implement Continuous Improvement Plans for Customer Satisfaction
• 2 Identifying and Analyzing Customer Complaints — 6 classes
› 2.1 Define Customer Complaints in Care Settings
› 2.2 Explore Common Causes of Customer Complaints
› 2.3 Identify Key Stakeholders Involved in Complaints
› 2.4 Develop Skills for Active Listening in Complaints Handling
› 2.5 Analyze Real-Life Case Studies of Customer Complaints
› 2.6 Create a Structured Approach to Addressing Complaints
• 3 Developing Effective Complaint Handling Procedures — 6 classes
› 3.1 Identify Key Principles of Effective Complaint Handling
› 3.2 Analyze Common Types of Complaints in Care Settings
› 3.3 Develop Clear Procedures for Receiving Complaints
› 3.4 Implement Strategies for Effective Complaint Resolution
› 3.5 Train Staff on Active Listening and Empathy Skills
› 3.6 Evaluate and Improve Complaint Handling Processes
• 4 Training Staff in Customer Satisfaction Best Practices — 6 classes
› 4.1 Understand the Principles of Customer Satisfaction in Care
› 4.2 Identify Common Complaints and Their Impact on Clients
› 4.3 Develop Effective Communication Skills for Handling Complaints
› 4.4 Implement Best Practices for Providing Excellent Customer Service
› 4.5 Role-Play Scenarios for Real-World Application of Customer Handling
› 4.6 Evaluate Feedback Mechanisms to Enhance Customer Satisfaction
• 5 Measuring and Improving Customer Satisfaction Outcomes — 6 classes
› 5.1 Identify Key Metrics for Customer Satisfaction Measurement
› 5.2 Analyze Customer Feedback to Assess Satisfaction Levels
› 5.3 Implement Strategies for Enhancing Customer Experience
› 5.4 Design Effective Surveys for Collecting Satisfaction Data
› 5.5 Evaluate Data to Identify Areas for Improvement
› 5.6 Develop an Action Plan for Sustaining Customer Satisfaction
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.