1. Brief Description:
The ISO 10002 Customer Satisfaction Management System (CSMS) Foundation course provides an introduction to the key concepts and principles of customer satisfaction, and the requirements of ISO 10002 standard for implementing a customer complaints management system.
2. Key Topics:
- Introduction to customer satisfaction
- Principles of customer satisfaction management
- Overview of ISO 10002 standard and its requirements
- Planning and implementing a customer complaints management system
- Monitoring, measuring, analyzing and improving customer satisfaction
- Case studies and practical exercises
3. Audience:
This course is suitable for anyone interested in improving their understanding of customer satisfaction management and the ISO 10002 standard. It is particularly relevant for those involved in managing customer complaints or responsible for customer satisfaction in their organization.
4. Learning Objectives:
By the end of this course, participants will:
- Understand the key concepts and principles of customer satisfaction management
- Know the requirements of the ISO 10002 standard for implementing a customer complaints management system
- Be able to plan and implement a customer complaints management system
- Understand how to monitor, measure, analyze and improve customer satisfaction in their organization
- Have the skills and knowledge to contribute to the effective implementation of a customer complaints management system in their organization.
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