The ISO 10000 series. Customer satisfaction manager

🎉 Master Customer Satisfaction with ISO 10000: A Comprehensive Online Course 🎓

Course Instructor: Cristian Vlad Lupa

Course Overview:

Dive into the world of customer satisfaction with our in-depth online course, The ISO 10000 Series. This internationally recognized framework is designed to help organizations of all sizes enhance and maintain high levels of customer satisfaction. Learn how to implement a code of conduct, manage complaints effectively, resolve disputes professionally, and measure customer satisfaction accurately using the guidelines provided in the ISO 10000 standards.

Why This Course?

• Understanding Customer Satisfaction: Learn what it means and why it's crucial for your business.

• ISO 10001:2018 - Code of Conduct for Customer Satisfaction:

  • What is a code of conduct?
  • Key elements it should include.
  • How to implement, review, and improve this code within your organization.

• ISO 10002:2018 - Effective Complaint Handling:

  • Define what constitutes a customer complaint.
  • Follow the principles of effective complaint management.
  • Develop a process for recording and closing complaints efficiently.

• ISO 10003:2018 - Dispute Resolution:

  • Manage complaints that escalate into disputes.
  • Selecting an appropriate DRP (Dispute Resolution Provider).
  • Explore common dispute resolution methods.

• ISO 10004:2018 - Measuring Customer Satisfaction:

  • Identify and classify customer expectations using the Kano Model.
  • Gather and interpret customer satisfaction data through various surveys.
  • Design effective customer satisfaction questionnaires.
  • Analyze customer satisfaction data using direct and indirect methods.
  • Understand the difference between attitudinal loyalty and behavioral loyalty.

Course Breakdown:

1. Introduction to ISO 10000 Standards

   • What is ISO 10000?
   • The importance of customer satisfaction in today's market.

2. Implementing a Code of Conduct (ISO 10001:2018)

   • Guidance on establishing and maintaining a code of conduct for customer satisfaction.

3. Complaint Handling (ISO 10002:2018)

   • Best practices for managing customer complaints.

4. Dispute Resolution (ISO 10003:2018)

   • Techniques and methods for resolving disputes effectively.

5. Measuring Customer Satisfaction (ISO 10004:2018)

   • Methodologies for collecting, analyzing, and interpreting customer feedback.

Course Highlights:

• Real-world Applications: Learn how to apply these standards in real business scenarios.
• Expert Insights: Gain from Cristian Vlad Lupa's extensive experience as a course instructor.
• Interactive Learning: Engage with videos, quizzes, and case studies to reinforce your learning.
• Professional Development: Become a recognized customer satisfaction manager who can lead by example within your organization.

Connecting the Dots:

• Integration with ISO 9001: Discover how the ISO 10000 series complements the quality management system standards, such as ISO 9001.

Your Journey to Excellence:

By completing this course, you'll not only understand the nuances of customer satisfaction but also be equipped with the practical tools to manage it effectively. Whether you're a quality manager, a customer service representative, or a business owner, these standards can revolutionize how your organization interacts with customers and drives continuous improvement.

🚀 Take the first step towards becoming a Customer Satisfaction Manager and elevate your organization's performance with ISO 10000! 🚀

Enroll now and start your journey to mastering customer satisfaction! 🌟