Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
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INTRODUCTION
Delivering Quality Management and Customer Satisfaction to meet ISO 10001-10004 training course illustrates the strategic need for any organisation operating. How to give and demonstrate world-class levels of Customer service and Customer Satisfaction. Meeting ISO standards is very important for companies to demonstrate they are serious about their customers, meeting these standards requires a rigorous understanding of the requirements of the ISO standards 10001-10004, and this training course will lead attendees smoothly through the processes required to gain this prestigious International recognition.
Nowadays the customer is the most important part of the process. Organisation that is serious about providing internationally recognized standards of customer satisfaction needs to be meeting the standards set out in ISO 10001, 10002, 10003 and 10004.
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COURSE OBJECTIVES
By the end of the course, you‘ll be able to:
- Audit your current customer service systems and flag areas for improvement
- Suggest remedial strategies and tactics to meet the required standards
- Produce ISO-ready standards of customer satisfaction that are in line with the required international standards
- Produce a comprehensive ISO-compliant series of customer satisfaction policies and procedures that will meet the required standards
- Develop strategies and tactics for each stage of the customer satisfaction process that are in -line with the best in the world.
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COURSE AUDIENCE
This course is made for
- CEOs
- Board Members
- Marketing Directors
- Business Excellence Officers
- Consumer Affairs Champions
- Customer Service Executives
- Brand Managers
- Sales Managers
- Marketing Managers
- Global Account Managers
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COURSE OUTLINE
Day One
ISO 10001 – Customer Satisfaction
- Understanding ISO 10001
- Meeting the standard – Product (service) delivery
- Meeting the standard – Product Returns
- Advertising standards
- Meeting the standard – Customer personal information handling
- Meeting the standard – Developing a customer satisfaction code of conduct
Day Two
ISO 10002 – Complaints Handling
- Creating a customer feedback system
- How to handle complaints
- Developing a positive customer complaint handling process
- Analyzing customer complaints and service amendments resulting
- Resourcing your complaints handling system
- Culture changes required
- Analysing and evaluating complaints successfully
Day Three
ISO 10003 – Dispute Resolution
- The essentials of fair, transparent and accessible dispute resolution/handling domestic disputes
- Handling cross-border/international disputes
- E-Commerce disputes
- Processes for dispute resolution
- Monitoring and evaluating your dispute resolution processes.
- Guidance on management involvement in the dispute resolution process
- Guidance on the selection of providers and use of their services
Day Four
ISO 10004 – Monitoring and Measuring Customer Satisfaction
- Scoping your quality management system
- Effective process measurement principles
- Effective process monitoring principles
- Analysis and evaluation techniques
- Metrics, KPIs and dashboards
- Management reporting
Day Five
Producing your submission
- How the standards tie into existing customer service policies (e.g. ISO 9000 ‘family’)
- Customer Focus (ISO 9001)
- Quality Objectives (ISO 9001)
- Customer Communication (ISO 9001)
- Customer Satisfaction (ISO 9001)
- How to integrate the new standards into existing practices
- Integrating the new standards with existing styles
- Integrating with current standards on complaints (ISO 9004)
- Creating a coherent policy spanning ISO 9000 ‘family’ and ISO 10001 – 4)
N.B: Exam fees are not included
