The ISO 10000 series. Customer satisfaction manager

What is a code of conduct for customer satisfaction. What it should include, what it should avoid. Examples of promises made by a company to its customers.

What to consider when developing a code of conduct for customer satisfaction. What are the requirements for such a code of conduct. Risks and opportunities associated to the development and operation of such a code of conduct.

Is it possible to adopt a code of conduct for customer satisfaction that is developed by another organization? What to consider when deciding to do that?

What does it mean to implement the code of conduct for customer satisfaction? How to monitor the effectiveness of this code and how to improve it.

The definition of a complaint. Guiding principles for establishing a credible and effective process for handling complaints.

About the complaints-handling policy. The support of the top management for the complaints-handling process. The management representative who coordinates the process of handling customer complaints.

What information about the complaints-handling process should be made available to the customers and to other interested parties. Recording complaints including an example of complaint form. Investigating complaints. Follow-up on complaints received, including an example of follow-up form.

About classifying complaints, analyzing them and using the information for improvement. Monitoring the satisfaction of complainants. Examples of criteria to monitor the performance of the complaints handling process. Auditing the complaints handling process.

Guidelines provided by ISO 10002:2018 on designing and operating a complaints-handling process by a small business.

What is dispute resolution? What is a DRP (Dispute Resolution Provider)?

The principles that should govern the dispute resolution process (ex. consent to participate, accessibility, confidentiality, fairness, transparency, etc.)

The three methods used for dispute resolution: the facilitative method, the advisory method and the determinative method. Definitions and explanations of the methods that can be used by a dispute resolver.

About the dispute resolution policy. How the dispute resolution process should work, the role and the involvement of the DRP. Reviewing and improving the dispute resolution process.

Establishing the objectives of monitoring and measuring customer satisfaction and planning to collect data directly and indirectly.

Customer expectations and the Kano model used to classify them.

About indirect indicators of customer satisfaction and direct measures of customer satisfaction. Qualitative and quantitative customer surveys. Advantages and disadvantages of the different survey methods.

About the size of the sample and the methods used (random sampling and stratified sampling).

Recommendations on how to design the customer satisfaction questionnaire. What to avoid and what to consider. Examples of leading questions. A simple method to validate a customer satisfaction questionnaire.

Methods for the direct and indirect analysis of customer satisfaction data collected. What should this analysis generate? Attitudinal loyalty and behavioral loyalty. Validating the results of the analysis.

The customer satisfaction information should be used to drive improvements in the products, the services and the activities of the organization. Communicating customer satisfaction information inside the company and possibly with outside parties.

The framework for customer satisfaction proposed by the ISO 10000 series of standards. How the standards in the ISO 10000 series are related and what is their connection with ISO 9001. How to use the guidelines about customer satisfaction for improving a quality management system.

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