The Course Content
Day One: Introduction to ISO 10001-10004 and Customer Satisfaction Concepts
Welcome and Course Overview
Understanding the Importance of Customer Satisfaction
Introduction to ISO 10001-10004 Standards
Benefits of ISO 10001-10004 Compliance
Principles of Customer-Centric Organizations
Day Two: ISO 10001 - Establishing Codes of Conduct for Customer Satisfaction
Review of ISO 10001 Requirements and Guidelines
Developing Codes of Conduct for Customer Satisfaction
Case Studies and Best Practices
Implementing and Communicating Codes of Conduct
Ensuring Compliance and Monitoring
Day Three: ISO 10002 - Handling Customer Complaints Effectively
Introduction to ISO 10002 Requirements and Framework
Customer Complaints Handling Process
Root Cause Analysis Techniques
Developing Effective Complaint Resolution Strategies
Corrective Action Planning
Day Four: ISO 10003 - Resolving Customer Disputes with ISO Standards
ISO 10003: Requirements and Principles
Dispute Resolution Procedures and Techniques
Mediation and Arbitration
Practical Application of ISO 10003 Guidelines
Real-Life Dispute Resolution Scenarios
Day Five: ISO 10004 - Monitoring and Measuring Customer Satisfaction
ISO 10004 Guidelines and Framework
Designing Effective Customer Feedback Surveys
Data Analysis and Performance Metrics
Collecting and Analyzing Customer Feedback
Continuous Improvement Strategies
Course Review and Key Takeaways