Udemy
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
Development
Web Development Data Science Mobile Development Programming Languages Game Development Database Design & Development Software Testing Software Engineering Development Tools No-Code Development
Business
Entrepreneurship Communications Management Sales Business Strategy Operations Project Management Business Law Business Analytics & Intelligence Human Resources Industry E-Commerce Media Real Estate Other Business
Finance & Accounting
Accounting & Bookkeeping Compliance Cryptocurrency & Blockchain Economics Finance Finance Cert & Exam Prep Financial Modeling & Analysis Investing & Trading Money Management Tools Taxes Other Finance & Accounting
IT & Software
IT Certification Network & Security Hardware Operating Systems Other IT & Software
Office Productivity
Microsoft Apple Google SAP Oracle Other Office Productivity
Personal Development
Personal Transformation Personal Productivity Leadership Career Development Parenting & Relationships Happiness Esoteric Practices Religion & Spirituality Personal Brand Building Creativity Influence Self Esteem & Confidence Stress Management Memory & Study Skills Motivation Other Personal Development
Design
Web Design Graphic Design & Illustration Design Tools User Experience Design Game Design Design Thinking 3D & Animation Fashion Design Architectural Design Interior Design Other Design
Marketing
Digital Marketing Search Engine Optimization Social Media Marketing Branding Marketing Fundamentals Marketing Analytics & Automation Public Relations Advertising Video & Mobile Marketing Content Marketing Growth Hacking Affiliate Marketing Product Marketing Other Marketing
Lifestyle
Arts & Crafts Beauty & Makeup Esoteric Practices Food & Beverage Gaming Home Improvement Pet Care & Training Travel Other Lifestyle
Photography & Video
Digital Photography Photography Portrait Photography Photography Tools Commercial Photography Video Design Other Photography & Video
Health & Fitness
Fitness General Health Sports Nutrition Yoga Mental Health Dieting Self Defense Safety & First Aid Dance Meditation Other Health & Fitness
Music
Instruments Music Production Music Fundamentals Vocal Music Techniques Music Software Other Music
Teaching & Academics
Engineering Humanities Math Science Online Education Social Science Language Teacher Training Test Prep Other Teaching & Academics
AWS Certification Microsoft Certification AWS Certified Solutions Architect - Associate AWS Certified Cloud Practitioner CompTIA A+ Cisco CCNA Amazon AWS CompTIA Security+ AWS Certified Developer - Associate
Graphic Design Photoshop Adobe Illustrator Drawing Digital Painting InDesign Character Design Canva Figure Drawing
Life Coach Training Neuro-Linguistic Programming Personal Development Mindfulness Meditation Personal Transformation Life Purpose Emotional Intelligence Neuroscience
Web Development JavaScript React CSS Angular PHP WordPress Node.Js Python
Google Flutter Android Development iOS Development Swift React Native Dart Programming Language Mobile Development Kotlin SwiftUI
Digital Marketing Google Ads (Adwords) Social Media Marketing Google Ads (AdWords) Certification Marketing Strategy Internet Marketing YouTube Marketing Email Marketing Google Analytics
SQL Microsoft Power BI Tableau Business Analysis Business Intelligence MySQL Data Modeling Data Analysis Big Data
Business Fundamentals Entrepreneurship Fundamentals Business Strategy Online Business Business Plan Startup Blogging Freelancing Home Business
Unity Game Development Fundamentals Unreal Engine C# 3D Game Development C++ 2D Game Development Unreal Engine Blueprints Blender
30-Day Money-Back Guarantee
Business Management Customer Service

The ISO 10000 series. Customer satisfaction manager.

Improve customer satisfaction with ISO standards.
Rating: 4.2 out of 54.2 (8 ratings)
35 students
Created by Cristian Vlad Lupa
Last updated 10/2020
English
English
30-Day Money-Back Guarantee

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

Requirements

  • Familiarity with quality management is an advantage but not a requirement

Description

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!

Who this course is for:

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

Course content

5 sections • 25 lectures • 1h 44m total length

  • Preview02:46
  • Preview05:37
  • Preview04:25

  • A code of conduct for customer satisfaction
    04:12
  • Preparing a code of conduct for customer satisfaction
    03:31
  • Adopting a code provided by another organization
    02:06
  • Implementing, reviewing and improving the code of conduct
    04:02

  • A framework for handling complaints
    04:30
  • Setting up the complaints handling process
    03:10
  • Operating the complaints-handling process
    06:51
  • Monitoring and improving the complaints-handling process
    05:35
  • What about a small business?
    03:05

  • Dispute resolution
    02:20
  • Guiding principles for dispute resolution
    06:50
  • The methods of dispute resolution
    03:03
  • The process of dispute resolution
    06:14

  • Planning to monitor and measure customer satisfaction
    02:53
  • Identification of customer expectations
    04:52
  • Gathering customer satisfaction data
    03:39
  • Preview02:50
  • The customer satisfaction questionnaire
    04:21
  • Analyzing customer satisfaction data
    08:02
  • Using customer satisfaction information
    02:30
  • Preview04:00
  • Thank you and good bye!
    02:47

Instructor

Cristian Vlad Lupa
Auditor, Consultant & Trainer
Cristian Vlad Lupa
  • 4.4 Instructor Rating
  • 19,410 Reviews
  • 44,550 Students
  • 16 Courses

Cristian is an experienced auditor, consultant and trainer who has been working in conformity evaluation for more than 15 years,

Passionate about standards and how their use can help organizations improve, Cristian has been involved in more than 500 audits in different European countries as well as numerous consulting projects on different standards.

A certified auditor and risk assessor, Cristian is today the managing director of RIGCERT - accredited certification body operating in Europe.


  • Udemy for Business
  • Teach on Udemy
  • Get the app
  • About us
  • Contact us
  • Careers
  • Blog
  • Help and Support
  • Affiliate
  • Impressum Kontakt
  • Terms
  • Privacy policy
  • Cookie settings
  • Sitemap
  • Featured courses
Udemy
© 2021 Udemy, Inc.