This course supports organisations in establishing a customer‑centric service management framework, enhancing service quality and strengthening international competitiveness.The curriculum covers ISO 10002 (Customer Satisfaction and Complaints Handling), ISO 9001 (Quality Management Systems), and ISO 10004 (Customer Satisfaction Monitoring). Through case studies and practical exercises, participants will acquire the capability to design, implement, and continuously improve service processes.
The course enables organisations to establish transparent and consistent service standards, enhance customer trust and loyalty, strengthen cross‑departmental collaboration, and meet international certification requirements—supporting the development of a strong professional presence in the global market.Upon completion, participants will not only understand the core principles of ISO standards but also be able to apply them in daily operations, fostering an efficient and customer‑oriented service culture.
Course Features
1. Learn to design and establish systematic service processes that are monitorable and continuously improvable, ensuring consistency and traceability.
2. Integrate successful case studies from multinational corporations to enable participants to apply theoretical concepts to real‑world operational environments.
3. Learn to use KPIs, customer satisfaction surveys, and service quality metrics to quantify service performance.
4. Develop a continuous‑improvement and data‑driven mindset for service management.
Course Content
1. The importance of quality customer service to high‑performing organisations
2. Techniques for delivering quality and professional customer service
3. Courtesy in telephone service and professional phone etiquette
4. Professional service attitude
5. Approaches and techniques for serving customers with different personality types
6. Handling difficult customers: confident and assertive service attitudes and techniques
7. Managing challenging customer‑service scenarios
8. Handling customer complaints
9. Service attitude and emotional control for frontline staff under high‑pressure situations
10. Service attitudes and techniques for crisis management
11. Attitudes and techniques for serving “internal customers”
