ISO 10002 Customer Satisfaction and Loyalty

Management & Leadership · 5 Days · Public · Al-Khobraa certified · From USD 3,900

Overview

Maintaining high levels of satisfaction and loyalty is critical for long-term business success. Organizations that consistently meet customer expectations and resolve concerns effectively not only build stronger relationships but also gain a competitive edge. This Customer Satisfaction and Loyalty Course is designed to help professionals elevate their customer service frameworks by aligning them with the internationally recognized ISO 10001–10004 standards.

Learning Objectives

• Understand the scope and principles of ISO 10001, 10002, 10003, and 10004 standards
• Develop and implement customer service codes of conduct in line with ISO 10001
• Establish efficient complaint-handling processes as outlined in ISO 10002
• Manage and resolve customer disputes using ISO 10003 best practices
• Monitor customer satisfaction and gather actionable insights using ISO 10004 methodologies
• Apply continuous improvement practices to boost customer trust and long-term loyalty

Who Should Attend

This Customer Satisfaction and Loyalty Course is ideal for professionals across all industries who are responsible for enhancing the customer experience and ensuring service excellence. It will be especially beneficial for:

• Quality Managers and Assurance Officers
• Customer Service Leaders and Team Members
• Compliance and Risk Management Professionals
• Relationship Managers
• Business Process and Continuous Improvement Specialists
• Professionals

Course Outline

Day 1 — Introduction to ISO 10001-10004 and Customer Satisfaction Concepts

• Welcome and Course Overview
• Understanding the Importance of Customer Satisfaction
• Introduction to ISO 10001-10004 Standards
• Benefits of ISO 10001-10004 Compliance

Day 2 — ISO 10001 - Establishing Codes of Conduct for Customer Satisfaction

• Review of ISO 10001 Requirements and Guidelines
• Developing Codes of Conduct for Customer Satisfaction
• Case Studies and Best Practices
• Implementing and Communicating Codes of Conduct

Day 3 — ISO 10002 - Handling Customer Complaints Effectively

• Introduction to ISO 10002 Requirements and Framework
• Customer Complaints Handling Process
• Root Cause Analysis Techniques
• Developing Effective Complaint Resolution Strategies

Day 4 — ISO 10003 - Resolving Customer Disputes with ISO Standards

• ISO 10003: Requirements and Principles
• Dispute Resolution Procedures and Techniques
• Mediation and Arbitration
• Practical Application of ISO 10003 Guidelines

Day 5 — ISO 10004 - Monitoring and Measuring Customer Satisfaction

• ISO 10004 Guidelines and Framework
• Designing Effective Customer Feedback Surveys
• Data Analysis and Performance Metrics
• Collecting and Analyzing Customer Feedback

Accreditation

Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.

Dates & Venues

Dates	Venue	Delivery	Duration	Fee (USD)
27 September – 1 October 2026	Riyadh, KSA	Public	5 days	3,900
1–5 November 2026	Al-Khobar, KSA	Public	5 days	4,500

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Frequently Asked Questions

What do Al-Khobraa management and leadership courses cover?

The portfolio covers KPIs and performance management, strategic planning and execution, Mini MBA programmes, supervisory and first-line management skills, change leadership, decision-making and problem-solving, and executive communication. Sessions are workshop-based, built around delegates’ own organisational challenges.

Who should attend a management and leadership course?

These courses suit team leaders and supervisors, department and functional managers, newly promoted managers moving from technical to leadership roles, senior specialists preparing for management, and executives responsible for strategy or organisational performance.

How long are management and leadership courses, and where are they held?

Most Al-Khobraa management and leadership courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.

What certificate will I receive?

Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.

Can management and leadership training be delivered in-house for our team?

Yes. Any Al-Khobraa management and leadership course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.

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