Course Objective
- To become familiar with the establishment of customer behavioral guidelines according to ISO 10001
- To understand the customer complaint handling process as outlined in ISO 10002
- To gain knowledge of the dispute resolution process based on ISO 10003
- To become acquainted with the customer satisfaction measurement process in accordance with ISO 10004
Course Content
- Reasons for the expansion of the customer-centric approach
- Examination of the concepts of customer satisfaction and related topics
- Review of the relationship between customer satisfaction and quality management system standards
- Methods for determining behavioral rules according to ISO 10001
- Guiding principles
- Framework of behavioral rules
- Planning, design, and development
- Implementation, maintenance, and improvement
- Establishing a process for handling customer complaints according to ISO 10002
- Guiding principles
- Complaint handling framework
- Planning and design
- Implementation, maintenance, and improvement
- Establishing the Dispute Resolution Process ISO 10003
- Dispute Resolution Framework
- Planning, Designing, and Development
- Establishment of Customer Satisfaction Measurement Process ISO 10004
- Customer Satisfaction Measurement Framework
- Planning, Design, and Development
- Operation, Maintenance, and Improvement
- Operations, Maintenance, Preservation and Improvement
Benefits of participating in the course
- Improving Customer Satisfaction: Implementing a Customer Satisfaction and Complaint Management System enables the organization to identify and address customer complaints and issues, leading to enhanced customer satisfaction and loyalty.
- Increasing Efficiency: The Customer Satisfaction and Complaint Management System provide a standardized approach to handling complaints and disputes, resulting in increased efficiency and reduced costs.
- Enhancing Reputation: A well-designed and properly implemented CSMS can improve the organization’s reputation and demonstrate its commitment to customer satisfaction.
- Regulatory Compliance: Implementing a Customer Satisfaction Management System (CSMS) assists organizations in complying with relevant regulations and legal requirements related to complaints and disputes.
- Continuous Improvement: A customer satisfaction and complaint management system provides a framework for continuous improvement, enabling organizations to identify areas for enhancement, address them effectively and improve their products and services.
Who is the Customer Satisfaction and Complaint Management System course suitable for?
The Customer Satisfaction and Complaint Management System course, based on the ISO 10000 series standards, is suitable for various types of organizations, including public and private sector organizations, small and medium-sized enterprises, as well as large multinational companies.
This course is ideal for quality managers, customer service managers, complaint handling specialists, dispute resolution professionals and anyone involved in managing customer complaints and improving customer satisfaction
Why TÜV Academy Iran-Germany?
✔ Over 20 years of experience in holding specialized and managerial courses
✔ Collaboration with 2100 organizations and training 210,000 people
✔ Providing valid certificates
✔ Practical and applied training with prominent professors
✔ Using up-to-date educational methods to improve knowledge and skills
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