What you'll 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
The ISO 10000 series is ISO's framework for customer satisfaction — four international standards that cover the complete cycle of earning, keeping and measuring it: promises made to customers (ISO 10001), handling complaints (ISO 10002), resolving disputes (ISO 10003), and monitoring and measuring satisfaction (ISO 10004). Together they complement ISO 9001 and give any organization, whatever its products or services, a structured approach to customer satisfaction management.
This course dedicates a section to each standard.
ISO 10001 — Codes of conduct for customer satisfaction
What a customer satisfaction code of conduct is, what it should include and avoid, and how it can be developed, implemented, reviewed and improved.
ISO 10002 — Complaint handling
What counts as a complaint, the principles of effective complaint management, and the complete complaint-handling process, from receiving and recording a complaint to its investigation, resolution and closure.
ISO 10003 — Dispute resolution
What to do when a complaint cannot be resolved to everyone's satisfaction: the most common dispute resolution methods, and how to select an appropriate dispute resolution provider (DRP).
ISO 10004 — Monitoring and measuring customer satisfaction
Identifying and classifying customer expectations using the Kano model; gathering customer satisfaction data, including qualitative versus quantitative surveys; designing a customer satisfaction questionnaire; direct and indirect methods of analysing satisfaction data; and attitudinal versus behavioural customer loyalty.
The series as a system
The final part of the course shows how the four standards relate to each other and how they connect to ISO 9001 — where customer satisfaction is a core requirement of the quality management system.
Who this course is for
Customer service, customer care and customer experience professionals building structured processes
Complaint handling officers and teams designing or improving a complaint management process
Quality managers integrating customer satisfaction into an ISO 9001 quality management system
Managers and business owners who want systematic customer feedback instead of anecdotes
Anyone building a career in customer satisfaction management
Understand how ISO addresses customer satisfaction — and turn complaints, feedback and satisfaction data into improvement.
