ENHANCE CUSTOMER SATISFACTION AND LOYALTY BY COMPLYING WITH ISO 10001-10004 STANDARDS

TRAINING OVERVIEW

Amidst today's fierce business environment, ensuring customer contentment and allegiance stands as a pivotal factor in organizational triumph. In order to assist you in attaining and upholding elevated levels of customer contentment and allegiance, while staying compliant with global benchmarks, we introduce this all-encompassing training initiative titled "Elevating Customer Satisfaction and Loyalty through ISO 10001-10004 Adherence." This program is tailored to equip you with the expertise and competencies essential for harmonizing your organization's operations with ISO 10001-10004 regulations, nurturing enduring bonds of trust and loyalty with customers.

TRAINING TOPICS

• Introduction to ISO10001-10004 and customer satisfaction concepts
• ISO 10001 - establishing codes of conduct for customer satisfaction
• ISO 10002 - handling customer complaints effectively
• ISO 10003 - resolving customer disputes with ISO standards
• ISO 10004 - monitoring and measuring customer satisfaction

By the end of this training course, delegates will be able to

• Understand the principles and requirements of ISO 10001-10004 standards
• Develop and implement Codes of Conduct for customer satisfaction in line with ISO 10001
• Effectively handle customer complaints and implement ISO 10002 compliant processes
• Resolve customer disputes using ISO 10003 guidelines
• Monitor and measure customer satisfaction using ISO 10004 methodologies
• Implement continuous improvement strategies to enhance customer loyalty

TRAINING IS TAILORED TO

• Quality managers and executives
• Customer service managers and representatives
• Compliance officers
• Business process improvement specialists
• Sales and marketing professionals
• Anyone responsible for ensuring customer satisfaction and loyalty within their organization

TRAINING METHODOLOGY

1. Needs Assessment: Conduct thorough analysis to understand participant requirements and organizational objectives.
2. Content Design: Develop tailored course content aligned with identified needs and learning outcomes.
3. Interactive Delivery: Employ diverse teaching methods such as lectures, discussions, case studies, and group activities to engage participants.
4. Application Exercises: Facilitate practical exercises and simulations to reinforce learning and encourage real-world application.
5. Evaluation and Feedback: Assess participant progress through quizzes, assessments, and feedback sessions to ensure effectiveness and adjust as necessary.

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