Master ISO codes of conduct, complaints handling, dispute resolution & customer satisfaction measurement for compliance.
Sub Category
- Sales
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Objectives
- Design and implement a fully ISO 10001:2018-compliant customer satisfaction code of conduct.
- Build a structured ISO 10002:2018 complaint-handling system from intake to closure and continual improvement.
- Establish or evaluate an external dispute resolution (EDR) framework under ISO 10003:2018.
- Deploy ISO 10004:2018 measurement systems using the Kano Model, CSAT, NPS, CES, and statistical analysis.
- Conduct gap analyses and readiness audits against all four standards using ISO 19011:2018 principles.
- Integrate ISO 10001–10004 with ISO 9001:2015 QMS into a unified, customer-centric quality architecture.
- Apply advanced VOC methods: customer journey mapping, sentiment analysis, and closed-loop feedback.
- Interpret real-world case studies to lead compliance programmes across complex, multi-site organisations.
Pre Requisites
- A basic understanding of business operations and organisational structures (management or team-leader experience is helpful but not required).
- Familiarity with customer service and customer experience concepts in a professional context.
- The ability to read and interpret business documents, policies, and procedural guidelines in English.
- Access to a computer or tablet to download the templates, checklists, and supplementary materials provided throughout the course.
- Access to a computer or tablet to download the templates, checklists, and supplementary materials provided throughout the course.
FAQ
- Q. How long do I have access to the course materials?
- A. You can view and review the lecture materials indefinitely, like an on-demand channel.
- Q. Can I take my courses with me wherever I go?
- A. Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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