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Complaints Management
Training plan:
1. Terms and definitions
2. Quality Management System
3. Leading rules of complaints management
4. Complaints management process according to ISO 10002
5. Legal aspects of complaint on the basis of:
Cyvil Code
Consumer Act
European Union Directive
6. Complaints types
7. Reaction to Client complaint
8. The role of audit in the complaint proceeding
9. Guidelines for small enterprises
The training has a form of workshops (lecture and exercises)