The ISO 10000 series. Customer satisfaction manager

The ISO 10000 series. Customer satisfaction manager, available at $64.99, has an average rating of 4.73, with 25 lectures, based on 104 reviews, and has 343 subscribers.

You will learn about What is customer satisfaction How to handle customer complaints What is the dispute resolution process Qualitative and quantitative customer surveys Direct and indirect analysis of customer satisfaction data Attitudinal vs. behavioral customer loyalty This course is ideal for individuals who are Customer satisfaction managers or Customer success managers or Quality managers or Business relationship managers or Complaint managers It is particularly useful for Customer satisfaction managers or Customer success managers or Quality managers or Business relationship managers or Complaint managers.

Enroll now: The ISO 10000 series. Customer satisfaction manager

Summary

Title: The ISO 10000 series. Customer satisfaction manager

Price: $64.99

Average Rating: 4.73

Number of Lectures: 25

Number of Published Lectures: 25

Number of Curriculum Items: 25

Number of Published Curriculum Objects: 25

Original Price: $34.99

Quality Status: approved

Status: Live

What You Will Learn

What is customer satisfaction
How to handle customer complaints
What is the dispute resolution process
Qualitative and quantitative customer surveys
Direct and indirect analysis of customer satisfaction data
Attitudinal vs. behavioral customer loyalty

Who Should Attend

Customer satisfaction managers
Customer success managers
Quality managers
Business relationship managers
Complaint managers

Target Audiences

Customer satisfaction managers
Customer success managers
Quality managers
Business relationship managers
Complaint managers

This online course discusses the framework for improving customer satisfaction proposed by the ISO 10000 series of standards published in 2018.

What is customer satisfaction? Why is it so important?

The four standards in this series of international standards address different topics, each detailed in a section of the course.

ISO 10001:2018 offers guidance on how to develop and how to implement a code of conduct for customer satisfaction. What is this code of conduct? What it should include? What it should avoid? How this code can be implemented, reviewed and improved by any organization, regardless of its products or services?

Those questions will find answers in the first section of this online course.

ISO 10002:2018 is a standard that offers guidance for an organization looking to design an effective process for handling complaints. What is a complaint? What are the principles to follow when managing customer complaints? What should be the process from recording to closing a complaint?

Some of the aspects that will be discussed in the second section.

ISO 10003:2018 is about resolving disputes. How to manage a complaint that cannot be resolved in a satisfactory manner for all the parties involved? How to select an adequate DRP (Dispute Resolution Provider)? What are the most common methods for dispute resolution?

An overview of the provisions in ISO 10003 about resolving disputes.

ISO 10004:2018 is the standard that offers advice on how to measure and monitor customer satisfaction. The identification and the classification of customer expectations based on the Kano Model. Gathering customer satisfaction data including the differences between qualitative and quantitative surveys. Guidelines on how to design a customer satisfaction questionnaire. Direct and indirect methods to analyze customer satisfaction data. Attitudinal loyalty vs. Behavioral loyalty.

Those are aspect that will be detailed in the videos from the fourth section of this online course.

Finally we’ll discuss about how the four standards in the ISO 10000 are related and what is their connection with ISO 9001.

Get better at improving customer satisfaction!

Understand how ISO addresses the topic of customer satisfaction!

Become a skilled customer satisfaction manager!

Course Curriculum

Chapter 1: Introductory aspects

Lecture 1: Introduction

Lecture 2: Customer satisfaction

Lecture 3: Standards we look at

Chapter 2: ISO 10001. A code of conduct for customer satisfaction.

Lecture 1: A code of conduct for customer satisfaction

Lecture 2: Preparing a code of conduct for customer satisfaction

Lecture 3: Adopting a code provided by another organization

Lecture 4: Implementing, reviewing and improving the code of conduct

Chapter 3: ISO 10002. Handling complaints.

Lecture 1: A framework for handling complaints

Lecture 2: Setting up the complaints handling process

Lecture 3: Operating the complaints-handling process

Lecture 4: Monitoring and improving the complaints-handling process

Lecture 5: What about a small business?

Chapter 4: ISO 10003. Dispute resolution

Lecture 1: Dispute resolution

Lecture 2: Guiding principles for dispute resolution

Lecture 3: The methods of dispute resolution

Lecture 4: The process of dispute resolution

Chapter 5: ISO 10004. Monitoring and measuring customer satisfaction

Lecture 1: Planning to monitor and measure customer satisfaction

Lecture 2: Identification of customer expectations

Lecture 3: Gathering customer satisfaction data

Lecture 4: Sampling

Lecture 5: The customer satisfaction questionnaire

Lecture 6: Analyzing customer satisfaction data

Lecture 7: Using customer satisfaction information

Lecture 8: The relationship between ISO 10001, ISO 10002, ISO 10003 and ISO 10004

Lecture 9: Thank you and good bye!

Instructors

Cristian Vlad Lupa, rigcert.education
I teach about standards, compliance and auditing

Rating Distribution

1 stars: 0 votes
2 stars: 3 votes
3 stars: 14 votes
4 stars: 37 votes
5 stars: 50 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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