DU&T Consulting
  • April 11, 2015
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Guidelines for code of conduct for organizations, Customer Complaint Handling, Dispute Resolution and Monitoring and Measuring Customer Satisfaction according ISO 10001-4

Course objectives

  • Implement effective customer complaint handling procedures
  • Ensure customer satisfaction by proactively eliminate the causes of customer complaints (corrective actions).
  • Understand the concept of quality control, Root Cause analysis and corrective actions in customer service management.
  • To appreciate the importance of internal audit in a customer service management system
  • To plan and implement effective internal audits against ISO 10001-3
  • To provide value-added services to customers.

Course Content

  • Fundamental quality principles and concepts
  • Drafting an CSMS implementation business case
  • Planning a CSMS based on ISO 10001-3
  • Implementing a CSMS based on ISO 10001-3
  • Defining roles, responsibilities and authorities
  • Managing an CSMS implementation project
  • Implementing CSMS controls
  • Managing CSMS controls
  • Implementing Metrics
  • Implementing corrective or preventive action
  • Performing a management review
  • Performing a risk assessment
  • Managing incidents
  • Managing an CSMS team
  • Performance evaluation, monitoring and measurement of a CSMS based on ISO 10002:2004
  • Continuous improvement of a CSMS based on ISO 10001-3
  • Audit activities according to ISO 19011
  • Preparing for audit
    • 。 Defining process map
    • 。 Determining audit trail
    • 。 Scheduling an audit
    • 。 Preparing audit checklist
  • Conducting an audit
    • 。 Opening meeting
    • 。 Conducting an audit
  • Reporting audit result
    • 。 Presenting audit findings
    • 。 Preparing audit report
    • 。 Closing meeting
  • Follow-up after audit
  • Checking and Improving Audit Process
  • Monitor and measuring an audit
  • Improving the audit process


Who should attend?

  • Personnel handling customer complaints, Call Centres, Head of customer service unit, Internal Auditors and implementers of Quality Management System.
  • Customers Service / Support experts and Managers in quality-oriented establishments.)


Delivery Method: Presentation, workshop, discussion & exercise


Certificate of Attendance: Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours. Candidates that pass the Exam will be issued with CQCSM.


Training Dates

May 26-28, 2017  Jul 21-23, 2017 Sept 22-24, 2017  November 10-12, 2017


Venue: DU&T Consulting, Lagos.


Fee: N110, 000 (cover Training, Material, Lunch and Certificate). Discount of 10% for 4-9 participants, 15% for 10 and above.


Registration Details: DU&T Consulting, 0016102526 GTBank Plc


Enquiry: 08033746074, 08182704246 or john@dutconsulting.com


DU&T Consulting, 5 Afisman Drive Anifowose, Ikeja, Lagos.  www.dutconsulting.com



DU&T Consulting