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ISO 10002 Guide for Customer Handling
Cairo March 14 - 18, 2010 |
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What do your customers really think? Are you measuring what is important to them ... ISO 10002: Quality Management Guidelines for Complaints Handling in Organizations which is the latest quality management system standard to be released by the International Organization for Standardization, and focuses singly on processing customer complaints. A new ISO standard offers a solution for organizations on those occasions when the customer is dissatisfied with a product or service - guidelines for handling complaints in a manner that gives optimal results for both the organization and unhappy customer. ISO 10002:2004, Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations, the standard is complete enough for stand-alone implementation, or in support of other quality management and customer satisfaction tools, including Customer Relation Management and Six Sigma. The standard gives complete guidance - including principles, issues for consideration and structural aspects - for the management of the overall complaints-handling process, with numerous checklists, sample forms, and practical examples. |
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ISO 10002 - Guidelines for complaints handling in organizations -What will you learn? By the end of the course you will be able to:
- Set out a clear case for measuring customer satisfaction
- Develop a plan to measure customer satisfaction
- Carry out customer measurement using both internal and external approaches
- Use the results from measurement to prioritize and focus change and/or improvement
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ISO 10002 Guide for Customer Handling, defines, what a “good” complaints handling process should be built upon.
- Define customer satisfaction
- Benefits of managing your customer relationship
- Importance of having clear measurement objectives
- The customer satisfaction measurement framework
- Current approaches to measuring customer satisfaction
- Indicators of customer satisfaction
- The customer survey
- Interpreting and using results
- Planning an approach to measuring customer satisfaction
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Anyone wishing to learn about customer satisfaction - how it can be measured and the benefits it can bring to your business. |
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The materials for the trainees will be in English. |
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The language of instruction should be in Arabic / English. |
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Mr. Tamer Nashed is an expert of Quality and Human Resources Management Systems through 12 years of experience. Mr. Nashed has outstanding records of achievement with private sector companies leading them to increase productivity, reduce costs, improve business processes and optimize market growth.
Mr. Nashed tutored more than 50 training sessions and seminars in wide range of Management, Human Resources, Process Engineering, Strategic Management, Business plan, Production Planning and Control, Production Management, Project Management, Statistical Process Control, Quality Control, Quantitative Analysis, Operations Research, Multivariate Data Analysis, International Business and Quality topics and systems.
Mr. Nashed is a registered lead auditor in ISO 9001:2000 from IRCA, UK (2004) He has a Diploma in Business Administration from AUC (2001) Master degree in Total Quality Management from Arab Academy (2000) Holds a Bachelor degree in Science, Chemistry Department, University of Alexandria (1991) |
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 Companies
operating in Egypt. .
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LE 5400
without Accommodation
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LE 10400
with Accommodation(bed only)
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| Companies
operating outside Egypt.. |
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EURO 2500
without Accommodation |
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EURO 3375
with Accommodation(bed only) |
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