INTRODUCTION TO THE COURSE
The Delivering Quality Management and Customer Satisfaction to meet ISO 10001–10004 training course is designed to equip professionals with the essential strategies and insights required to implement globally recognized customer satisfaction practices. In today’s hyper-connected and customer-driven marketplace, organizations must exceed expectations to retain trust and loyalty. Meeting the ISO 10001–10004 standards is a strategic imperative for companies seeking to validate their commitment to quality and customer-centric operations.
This training course offers a comprehensive understanding of the ISO 10001 (Codes of Conduct), ISO 10002 (Complaint Handling), ISO 10003 (Dispute Resolution), and ISO 10004 (Customer Satisfaction Monitoring). It guides professionals through the process of aligning their internal quality management systems with these internationally accepted benchmarks. By mastering these standards, participants will be well-positioned to lead initiatives that deliver measurable improvements in customer satisfaction and elevate organizational reputation.
COURSE DETAILS
Objectives
This Delivering Quality Management and Customer Satisfaction to meet ISO 10001–10004 training course is structured to provide participants with the expertise required to align quality systems with ISO customer satisfaction standards.
By the end of this training course, participants will be able to:
- Conduct in-depth evaluations of existing customer service frameworks to identify areas for improvement
- Design strategic enhancements that align with ISO 10001–10004 requirements
- Create and implement customer satisfaction policies that conform to ISO specifications
- Develop and document a comprehensive set of quality procedures that meet international compliance
- Establish globally benchmarked strategies for every stage of the customer satisfaction lifecycle
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.
Organisational Impact
Achieving ISO 10001–10004 standards sends a powerful message to stakeholders—your organisation values quality and puts customer satisfaction at its core. By enrolling key personnel in this training course, your business can expect to:
- Enhance its market reputation by demonstrating a strong commitment to customer satisfaction
- Adopt structured, world-class processes for managing customer relations and feedback
- Improve customer retention by addressing complaints and disputes more effectively
- Implement clear, standardized approaches to quality management that support long-term growth
- Build robust frameworks that reflect global best practices in service excellence
Personal Impact
Professionals who complete the Delivering Quality Management and Customer Satisfaction to meet ISO 10001–10004 training course will gain a unique advantage in their careers. With expertise in ISO-aligned customer satisfaction practices, they can confidently lead initiatives that drive quality and service improvements.
Participants will benefit by:
- Gaining the technical know-how to prepare and manage ISO 10001–10004 submissions
- Enhancing their professional standing as leaders in customer satisfaction and quality systems
- Developing the ability to navigate the complexities of ISO compliance with clarity and precision
- Boosting their qualifications for career advancement in customer-focused and quality-centric roles
- Acquiring valuable, transferable skills recognized across diverse industries and global markets
Who should Attend?
Anyone who is charged with or interested in gaining world-class accreditation for the delivery of customer satisfaction.
This KC Academy Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004 training course is suitable to a wide range of professionals but will greatly benefit:
- CEOs
- Board Members
- Marketing Directors
- Consumer Affairs Champions
- Customer Service Executives
- Brand Managers
- Marketing Managers
- Global Account Managers
DAILY AGENDA
DAY 1: 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 2: 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 3: 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 4: 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 5: 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)
Certificate
- On successful completion of this training course, KC Academy Certificate will be awarded to the delegates.