A ISO Training Course
Providing World-Class Customer Experience, Service and Satisfaction
Meeting and Exceeding ISO 9001 and 10001 to 10004
Course Overview
This GLOMACS Providing World-Class Customer Experience, Service and Satisfaction training course will give your enterprise a crucial strategic advantage in your markets. In an age where the internet has reduced so many brands to mere commodities, to be price compared with just a few clicks, it has emerged that giving customers superb service and world-class customer experiences is the last great strategic point of differentiation. The service and satisfaction we provide customers not only survives the arrival of the internet, but which, thanks to the power and ubiquity of social media, is actually fueled by technological change.
So how should enterprises go about providing world-class customer experiences, services and satisfaction? The answer lies in the internationally accepted standards for customer service and customer satisfaction. World-class customer service is set out in international standards of the ISO 9001 ‘family’, and, more recently, international standards have now been set for customer satisfaction. These benchmarks are laid out in ISO 10001 - 10004. Attaining these standards tells the world you are amongst the best in delivering customer service and customer satisfaction and this 10-day GLOMACS training course will show you how to attain and be recognized for these International Standards.
This training course will highlight:
- Everything you need to know to satisfy the requirements to meet the international standards in customer service and customer satisfaction.
- A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 9001 standards for Customer Service
- A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10001 standards for Quality Management (Customer Satisfaction)
- A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10002 standards (Complaint Handling)
- A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10003 standards (Dispute Resolution)
- A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10002 standards (Monitoring & Measuring Customer Satisfaction)
Modules
This training course is split into two modules:
Module I - Measuring and Managing Customer Satisfaction
Module II - Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
Each module is structured and can be taken as a stand-alone training course; however, delegates will maximise their benefits by taking Module 1 and 2 back-to-back as a 2-week training course.
Training Objectives
This GLOMACS training course is designed to make attendees aware of all the steps necessary to become accredited with the international standards on customer service and satisfaction ISO 9001, 10001,10002, 10003 and 10004. Delegates will not only learn what is required, but will practice and learn techniques, skills and tools designed to help your organisation become effortlessly compliant with the standards and gain ISO accreditation.
At the end of this training course, you will learn to:
- Use excellent communications skills to provide world-beating service
- Develop excellent leaderships skills to drive the necessary changes
- Learn excellent planning skills
- Learn to use and apply the tools of continuous improvement
- Enable attendees to use planning skills to develop codes of conduct for customer satisfaction
- Understand that complaints are a gift and develop robust systems for collecting and dealing with complaints
- Develop the skills of constructive challenge to enable potential disputes to be settled along world-class benchmarked systems
Who should Attend?
Anyone who is charged with or interested in gaining world-class accreditation for the delivery of customer satisfaction.
This 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
About Saudi Glomacs
At Saudi GLOMACS, we specialize in delivering world-class training courses in Saudi Arabia and across various international locations. Our training courses are tailored to meet the unique demands of Saudi Vision 2030 and the Human Capability Development Program, focusing on empowering Saudi citizens and enhancing workforce skills. We offer diverse courses spanning leadership, management, engineering, and technical disciplines to cultivate expertise and drive professional growth. Our flexible learning options—whether in-person, online, or in-house—ensure accessibility and convenience for individuals and organizations alike.
With over 30+ years of experience through the GLOMACS global network, we are committed to delivering innovative, results-driven training solutions. Our expert instructors combine industry knowledge with dynamic teaching methods, fostering practical skill development and long-term career success. By choosing Saudi GLOMACS, you're investing in personal excellence and contributing to the Kingdom’s sustainable economic growth and vision-driven transformation.
Training Outline
Module 1: Measuring and Managing Customer Satisfaction
DAY 1: Building a ISO 9001 Customer-Focused Communication Process
- What is ISO 9001?
- Understanding the Key Components of ISO 9001
- Identifying Customer Communication Barriers
- Active Listening and Questioning Skills to Improve Customer Relations
- Interpreting your Customer’s Nonverbal Communication
- How to determine your DISC communication style?
DAY 2: Principles of ISO 9001 and Total Quality Management “TQM”
- The Origin and Philosophy behind TQM
- ISO 9001 8 Principles
- Deming's Fourteen Points of TQM
- Traditional Management vs. Total Quality Management
- Obstacles to Implementing TQM
- Case Studies: ISO 9001 Customer Service Excellence
DAY 3: Customer Service Satisfaction Requirements
- What do your customers expect from you?
- Going the Extra Mile to exceed Expectations
- Your Attitude makes a Difference
- Measuring and Monitoring Customer Satisfaction
- Empowering Employees to Better Serve their Customers
- Customer Service Satisfaction Survey
DAY 4: Customer Service Recovery Strategies
- The Importance of Customer Complaints and Why they should be encouraged
- The Impact of Social Media on Customer Service Complaints
- The Role of the Supervisor in Conflict Resolution
- Techniques for Managing Emotions
- Strategies to Help Calm Upset Customers
- Service Recovery Strategies for Working with Difficult Customers
DAY 5: Implementing an ISO 9001 System
- Role of Top Management in ISO 9001
- Plan-Do-Check-Act Methodology
- Internal Audit Purpose and Process
- Internal Audit Elements
- Setting SMART Goals for Continuous Improvement
- Developing your ISO 9001 Action Plan
Module 2: Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
DAY 6: 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 7: 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 8: 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 9: 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 10: 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)
Certificates
- On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
- Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Accreditation
GLOMACS, an ISO certified organisation, also offers ISO standard training courses that aims to help organisations ensure better process for safety and quality set by the International Organization for Standardization, a worldwide federation of national standard bodies.
GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.
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