Delivering Quality Management and Customer Satisfaction to meet ISO 10001

Course Code: MGLD 608

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Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004

Course Sector:

Management and Leadership

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Course Dates and Locations

Choose a date and location to book your seat

No.

Date

Days

Location

Fees

Enrollment

01 - 05 Sep 2025

5 Days

Abu Dhabi, UAE

$4,250

22 - 26 Dec 2025

5 Days

Jakarta, Indonesia

$4,950

Introduction

Training course introducion / brief

ISO 10001-10004 training course addresses the most important strategic need for any organisation operating today. How to give and demonstrate world-class levels of Customer service and Customer Satisfaction. Meeting ISO standards is crucially 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 accreditation.

The customer is more important than ever. In an age of 24/7/365 ‘always-on’ internet and social media, providing world-class customer experiences (Cx) and customer satisfaction is the single greatest strategic challenge facing any organisation. The ISO has recognized this and introduced a series of international standards of best practice in giving customer satisfaction. Any 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.

Training Methodology

In this Delivering Quality Management and Customer Satisfaction to meet ISO 10001-10004 training course will use a blended learning approach designed to meet the learning styles and learning needs of all candidates. This includes lecture, case studies, workshop exercises, facilitated discussion, video inputs and more.

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

CEOs
Board Members
Marketing Directors
Consumer Affairs Champions
Customer Service Executives
Brand Managers
Marketing Managers
Global Account Managers

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

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

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

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

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)

Boost certificate of completion

BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.

ENDORSED EDUCATION PROVIDER

Flexible deadlines

Customized dates accordance to your schedule

Shareable Certificate

Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.

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TRAINING COURSE: Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004