Description
Why should you attend?
Elevate your business’s customer satisfaction game with IMSI’s ISO 10004 Customer Satisfaction course. Discover how international best practices can turn satisfied customers into brand advocates, boosting your revenue and fostering lasting relationships.
When you enroll in any of our courses at IMSI, you’re not just investing in your education; you’re opening doors to a world of opportunities. Our curriculum is rooted in internationally recognized ISO standards, providing you with skills and perspectives that transcend borders and industries. Whether you’re looking to enhance your organizational influence, increase your earning potential, or drive sustainable change within your company, our courses equip you with the tools to make it happen. Join us to discover how our programs can empower you to lead in a rapidly evolving business landscape.
Who should attend?
This training course is intended for:
Any role within an organization interested in helping to ensure good customer relationships. These areas could include quality, safety, environmental, engineering, customer service, product management, financial and human resources.
Learning objectives
By the end of this course the participant will be able to:
- Understand and apply the precise terms and definitions outlined in ISO 10004 to ensure clarity and consistency in customer satisfaction efforts.
- Identify and analyze the context of your organization, as well as relevant interested parties and their specific requirements related to customer satisfaction.
- Establish a Customer Satisfaction Framework: Create a robust framework for measuring customer satisfaction, aligning with ISO 10004 standards, to ensure systematic and effective monitoring.
- Plan, design, develop, and implement a comprehensive measurement and analysis program tailored to assess and enhance overall customer satisfaction.
- Collect, analyze, and interpret data related to customer satisfaction, enabling data-driven decision-making and continuous improvement.
- Evaluate the effectiveness of your customer satisfaction measurement and monitoring program, and develop recommendations for continuous enhancements and improvements.
Educational approach
IMSI tailors this course to your organization’s needs focusing on:
- Application-Oriented Learning: Participants engage in practical application work at their own organization’s sites, ensuring direct relevance to their unique contexts.
- Understanding ISO 10004 Concepts: Gain an in-depth understanding of ISO 10004 concepts and guiding principles, learning how to apply them effectively.
- Developing a Monitoring Framework: Create a comprehensive framework for monitoring and measuring customer satisfaction, aligned with ISO 10004 standards.
- Strategic Context Identification: Identify your organization’s context and the role of customer satisfaction within it, considering ISO 9001’s existing contextual elements.
- Systematic Monitoring and Improvement: Establish a systematic approach for monitoring and measuring customer satisfaction, including planning, design, development, and ongoing improvement of the program.
Prerequisites
None
Class Format(s)
Self-paced, virtual
Certification(s)
Upon successful completion of ISO 1004:2018 Customer Success, participants may purchase a Certificate of Achievement. Additionally, a Certificate of Competence is attainable following the successful completion and evaluation of an organization-specific project.
Content Style
Lecture
Project/Actual Training Days
Four online sessions, 3 hours each
Project, specific to organization of participant
Provider Additional Information
All of IMSI’s Management System Specialist and Management System Professional courses come at no cost to you. These carefully curated courses are designed to further enrich your existing knowledge and expertise in quality management, offering you a valuable opportunity to boost your career prospects.
