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所在平台: Udemy |
课程主页: https://www.udemy.com/course/the-iso-10000-series-customer-satisfaction-manager/
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课程名称：ISO 10000系列：客户满意度经理 课程概述：本在线课程讨论了2018年发布的ISO 10000系列标准所提出的提高客户满意度的框架。客户满意度是什么？为什么它如此重要？该系列国际标准包含四个标准，每个标准在课程中都有详细介绍。 首先，ISO 10001:2018提供了如何制定和实施客户满意度行为准则的指导。行为准则是什么？应该包括哪些内容？应该避免哪些问题？任何组织如何实施、审查和改善该准则？这些问题将在在线课程的第一部分中得到解答。 接着，ISO 10002:2018是针对希望设计有效投诉处理过程的组织而制定的标准。投诉是什么？在管理客户投诉时应遵循哪些原则？从记录到关闭投诉的整个过程应该是什么？这些内容将在第二部分进行讨论。 第三，ISO 10003:2018关注争议的解决。如何处理无法使所有相关方满意的投诉？如何选择合适的争议解决提供者（DRP）？最常见的争议解决方法有哪些？本部分将概述ISO 10003关于争议解决的规定。 最后，ISO 10004:2018为如何测量和监控客户满意度提供了建议。该部分将介绍如何基于Kano模型识别和分类客户期望，收集客户满意度数据，包括定性和定量调查之间的区别；如何设计客户满意度问卷的指南；分析客户满意度数据的直接和间接方法；态度忠诚度与行为忠诚度的区别等内容。 课程最后将讨论ISO 10000四个标准之间的关系以及它们与ISO 9001的联系。提升客户满意度，理解ISO如何处理客户满意度问题，成为一名熟练的客户满意度经理！
This online course discusses the framework for improving customer satisfaction proposed by the ISO 10000 series of standards published in 2018. What is customer satisfaction? Why is it so important?The four standards in this series of international standards address different topics, each detailed in a section of the course.ISO 10001:2018 offers guidance on how to develop and how to implement a code of conduct for customer satisfaction. What is this code of conduct? What it should include? What it should avoid? How this code can be implemented, reviewed and improved by any organization, regardless of its products or services? Those questions will find answers in the first section of this online course.ISO 10002:2018 is a standard that offers guidance for an organization looking to design an effective process for handling complaints. What is a complaint? What are the principles to follow when managing customer complaints? What should be the process from recording to closing a complaint?Some of the aspects that will be discussed in the second section.ISO 10003:2018 is about resolving disputes. How to manage a complaint that cannot be resolved in a satisfactory manner for all the parties involved? How to select an adequate DRP (Dispute Resolution Provider)? What are the most common methods for dispute resolution?An overview of the provisions in ISO 10003 about resolving disputes.ISO 10004:2018 is the standard that offers advice on how to measure and monitor customer satisfaction. The identification and the classification of customer expectations based on the Kano Model. Gathering customer satisfaction data including the differences between qualitative and quantitative surveys. Guidelines on how to design a customer satisfaction questionnaire. Direct and indirect methods to analyze customer satisfaction data. Attitudinal loyalty vs. Behavioral loyalty.Those are aspect that will be detailed in the videos from the fourth section of this online course.Finally we'll discuss about how the four standards in the ISO 10000 are related and what is their connection with ISO 9001.Get better at improving customer satisfaction!Understand how ISO addresses the topic of customer satisfaction!Become a skilled customer satisfaction manager!
