ISO 10002 Guide for Customer Handling


Introduction:

What do your customers really think? Are you measuring what is important to them ... ISO 10002: Quality Management Guidelines for Complaints Handling in Organizations which is the latest quality management system standard to be released by the International Organization for Standardization, and focuses singly on processing customer complaints 


Objectives:

*ISO 10002 - Guidelines for complaints handling in organizations -What will you learn? By the end of the course you will be able to:
- Form a clear case for measuring customer satisfaction .
- Develop a plan to measure customer satisfaction .
- Carry out customer measurement using both internal and external approaches .
- Use the results from measurement to prioritize and focus change and/or improvement. 


Target group:
 
• Anyone wishes to learn about customer satisfaction - how it can be measured and the benefits it can bring to your business. 


Contents:
 
• ISO 10002 guide for customer handling, defines, what a “good” complaints handling process should be built upon
• Define customer satisfaction
• Benefits of managing your customer relationship
• Importance of having clear measurement objectives
• The customer satisfaction measurement framework
• Current approaches to measuring customer satisfaction
• Indicators of customer satisfaction
• The customer survey
• Interpreting and using results
• Planning an approach to measuring customer satisfaction


Course duration: 

5 Days / 25 Hours 



For more details don’t hesitate to contact the training officer:

on telephone number 17383001
or e-mail at: gizrmrmt.yzsizrm@gztrgizrmrmt.xln