Course Description

This course provides practical, step-by-step guidance on implementing ISO 10004:2018, the international standard for monitoring and measuring customer satisfaction. Participants learn to design structured methods for collecting, analyzing, and interpreting customer feedback through surveys, interviews, digital tools, and operational data. The training explains how to define customer satisfaction metrics, identify satisfaction drivers, monitor performance trends, and integrate insights into organizational decision-making. The course also covers alignment with ISO 9001 and ISO 10002 to build a comprehensive customer-focused management system. By the end, trainees will be able to build, improve, and maintain an effective customer satisfaction measurement framework.

What You’ll Learn

By the end of the course, you will be able to:

• Understand the purpose, scope, and key concepts of ISO 10004:2018.

• Identify customer satisfaction drivers and define relevant metrics.

• Design a customer satisfaction monitoring framework.

• Select appropriate data sources and feedback collection methods (e.g., surveys, interviews, digital tools).

• Analyze customer satisfaction data using both qualitative and quantitative methods.

• Align satisfaction monitoring with quality and business objectives.

• Use indicators and trends to improve services, products, and processes.

• Integrate ISO 10004 practices into ISO 9001 or ISO 10002 systems.

• Communicate insights effectively across teams and departments.

• Develop a continuous improvement loop based on customer satisfaction data.

Who Should Attend

• Customer Experience and Customer Service Managers

• Quality Managers and ISO 9001 Practitioners

• Marketing, CRM, and Business Intelligence Analysts

• Compliance and Operations Managers

• Product and Service Development Teams

• Consultants in quality, customer engagement, and process improvement

Recommendations

• Basic understanding of customer service or quality systems is helpful

• No prior knowledge of ISO 10004 required

• Valuable for any organization seeking to enhance customer satisfaction

Course description

This course provides a practical, standards‑aligned introduction to ISO 10002:2018, the international guideline for complaints handling and customer satisfaction. Participants will learn how to design, implement, and maintain an effective complaints management system that is open, fair, and easy for customers to use. The course covers the key principles, process framework, and documentation requirements of ISO 10002, with emphasis on resolving complaints systematically, analyzing root causes, and using feedback to improve products, services, and customer experience. It is designed for professionals involved in quality, customer service, and operational improvement across all sectors.

What you’ll learn

By the end of the course, you will be able to:

• Understand the scope, structure, and principles of ISO 10002:2018.

• Design and implement a customer-focused complaints-handling process.

• Define roles and responsibilities in handling and resolving complaints.

• Establish fair, transparent, and accessible procedures for customers.

• Collect and analyze feedback and complaints data for continual improvement.

• Align complaints handling with ISO 9001 quality management systems.

• Communicate decisions and outcomes effectively to stakeholders.

• Monitor performance indicators related to customer satisfaction.

• Ensure legal and regulatory compliance in complaint resolution.

• Prepare documentation and records to support certification or internal audits.

Who should attend

• Customer Service and Support Managers

• Quality Assurance and ISO 9001 Practitioners

• Compliance and Risk Managers

• CRM and Operations Managers

• Call Center Supervisors and Service Coordinators

• Consultants supporting customer satisfaction programs

Recommended

• Familiarity with basic customer service or quality systems is helpful

• No prior ISO 10002 experience required

• Useful for both public-facing and B2B organizations across industries

Course overview

This course equips participants with the knowledge and tools to design, implement, and maintain a Road Traffic Safety (RTS) Management System in accordance with ISO 39001:2012. You’ll learn how to identify road safety risks, set measurable RTS objectives, and apply a data-driven approach to reduce deaths and serious injuries caused by road traffic incidents. The course emphasizes system integration, risk-based thinking, and continual improvement, linking ISO 39001 to related frameworks such as ISO 9001 (quality), ISO 45001 (occupational health and safety), and ISO 14001 (environmental management).

What you’ll learn

By the end of this course, you will be able to:

• Understand the structure, intent, and key clauses of ISO 39001:2012.

• Identify RTS risks, road user behaviours, and external factors influencing traffic safety performance.

• Develop and implement a Road Traffic Safety policy aligned with organizational strategy.

• Set, monitor, and evaluate RTS objectives and key performance indicators (KPIs).

• Manage operational controls for vehicles, drivers, routes, and journeys to prevent accidents.

• Conduct RTS performance evaluations, internal audits, and management reviews.

• Promote a culture of road safety and continual improvement across the organization.

Who should attend

• Health and safety managers

• Fleet and transport supervisors

• Logistics and supply chain managers

• Traffic safety officers and coordinators

• Risk management and compliance professionals

• ISO consultants and internal auditors

• Government and public sector representatives involved in road transport safety

Recommended:

• Basic knowledge of safety or risk management

• Experience in transport or fleet operations helpful

• No prior ISO 39001 experience required