Additional information
| Course Duration | |
|---|---|
| Training Location | |
| Delivery Format |
- From: Jul 13, 2027
- To: Jul 15, 2027
-
Duration:
3 Days
- Location:
Course Code: AX-SAL-002
Delivering Quality Management & Customer Satisfaction to ISO 10001-10004
Setting the Benchmark in Customer Satisfaction
$1,650.00
Course Information
Course Overview
This practical Quality Management and Customer Satisfaction course provides participants with a structured understanding of the ISO 10001–10004 series and how these standards can be applied to strengthen customer experience, complaints handling, dispute resolution, and customer satisfaction measurement.
The course examines the four standards covering customer satisfaction codes of conduct, complaints handling, dispute resolution, and monitoring and measuring customer satisfaction.
Learning Objectives
- Understand the purpose and application of ISO 10001, ISO 10002, ISO 10003, and ISO 10004.
- Explain the relationship between customer satisfaction and quality management.
- Assess existing customer service and customer satisfaction processes.
- Identify gaps and improvement opportunities within customer-facing processes.
- Develop customer satisfaction policies, procedures, and codes of conduct.
- Establish effective customer feedback and complaints-handling systems.
- Understand approaches to fair and transparent dispute resolution.
- Develop approaches for monitoring and measuring customer satisfaction.
- Establish appropriate metrics, KPIs, dashboards, and management reporting.
- Integrate customer satisfaction practices with existing quality management systems.
- Align customer-focused processes with relevant elements of the ISO 9000 family.
- Develop an action plan for improving customer satisfaction and service performance.
Who Should Attend
- CEOs and Senior Executives
- Board Members and Directors
- Customer Experience Professionals
- Customer Service Managers and Executives
- Consumer Affairs Professionals
- Marketing Directors and Managers
- Global Account Managers
- Complaints and Dispute Resolution Professionals
- Compliance and Governance Professionals
- Internal Auditors
- Business Development Professionals
- Professionals responsible for customer satisfaction and service quality
Course Outline
This course covers the following core modules:
- Foundations of Customer Satisfaction & ISO 10001–10004
- ISO 10001: Customer Satisfaction Codes of Conduct
- ISO 10002: Complaints Handling
- ISO 10003: Dispute Resolution
- ISO 10004: Monitoring & Measuring Customer Satisfaction
- Integrating ISO 10001–10004 with Quality Management
- Customer Satisfaction Improvement & Management Action Planning
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