A ISO Training Course
Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
Setting the Benchmark in Customer Satisfaction
Course Overview
This GLOMACS Delivering Quality Management and Customer Satisfaction to meet ISO 10001-10004 training course addresses the most important strategic need for any organisation operating today. How to give and demonstrate world-class levels of Customer service and Customer Satisfaction. Meeting ISO standards is crucially important for companies to demonstrate they are serious about their customers, meeting these standards requires a rigorous understanding of the requirements of the ISO standards 10001-10004, and this training course will lead attendees smoothly through the processes required to gain this prestigious International accreditation.
The customer is more important than ever. In an age of 24/7/365 ‘always-on’ internet and social media, providing world-class customer experiences (Cx) and customer satisfaction is the single greatest strategic challenge facing any organisation. The ISO has recognized this and introduced a series of international standards of best practice in giving customer satisfaction. Any organisation that is serious about providing internationally recognized standards of customer satisfaction needs to be meeting the standards set out in ISO 10001, 10002, 10003 and 10004.
This training course will highlight:
- Why the ISO standards 10001 to 10004 are so important for enterprises
- How to navigate the processes required to gain accreditation
- Tools, approaches, and processes for submitting your application so as to get a positive accreditation
- Each stage of each standard will be examined, and attendees will be given clear guidance on the requirements to be met at each stage and how to create a submission that will gain acceptance.
- Delegates will learn how to place all the things that needed to gain accreditation in ISO 10001 (Codes of Conduct) ISO 10002 (Complaints), ISO 10003 (Dispute Resolution) and ISO 10004 (Monitoring and Measuring Customer Satisfaction)
Training Outline
DAY 1: 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 2: 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 3: 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 4: 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 5: 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.
Providers and Associations
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.
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