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Providing World-Class Customer Experience, Service and Satisfaction

An Interactive 10-Day Training Course

Providing World-Class Customer Experience, Service and Satisfaction

Meeting and Exceeding ISO 9001 and 10001 to 10004

NASBA
Classroom Schedule
Date Venue Fees
20 Apr - 01 May 2026 Dubai $ 11,900
16 - 27 Nov 2026 Dubai $ 11,900

Full outline shall be posted soon.

For more Enquires, please call +971 44 250 700 or email us at: info@glomacs.sa

Course Outline

Module I: Measuring and Managing Customer Satisfaction

Day 1

Building an ISO 9001 Customer-Focused Communication Process

  • What is ISO 9001?
  • Understanding the Key Components of ISO 9001
  • Identifying Customer Communication Barriers
  • Active Listening and Questioning Skills to Improve Customer Relations
  • Interpreting your Customer’s Nonverbal Communication   
  • How to determine your DISC communication style?
Day 2

Principles of ISO 9001 and Total Quality Management “TQM”

  • The Origin and Philosophy behind TQM
  • ISO 9001 8 Principles
  • Deming's Fourteen Points of TQM
  • Traditional Management vs. Total Quality Management
  • Obstacles to Implementing TQM
  • ISO 9001 Customer Service Excellence
Day 3

Customer Service Satisfaction Requirements

  • What do your customers expect from you?
  • Going the Extra Mile to exceed Expectations
  • Your Attitude makes a Difference
  • Measuring and Monitoring Customer Satisfaction
  • Empowering Employees to Better Serve their Customers
  • Customer Service Satisfaction Survey
Day 4

Customer Service Recovery Strategies

  • The Importance of Customer Complaints and Why they should be encouraged
  • The Impact of Social Media on Customer Service Complaints
  • The Role of the Supervisor in Conflict Resolution
  • Techniques for Managing Emotions 
  • Strategies to Help Calm Upset Customers
  • Service Recovery Strategies for Working with Difficult Customers
Day 5

Implementing an ISO 9001 System

  • Role of Top Management in ISO 9001
  • Plan-Do-Check-Act Methodology
  • Internal Audit Purpose and Process
  • Internal Audit Elements
  • Setting SMART Goals for Continuous Improvement
  • Developing your ISO 9001 Action Plan

Module II: Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004

Day 6

ISO 10001 – Customer Satisfaction

  • Understanding ISO 10001
  • Meeting the standard – Product (service) delivery
  • Meeting the standard – Product Returns
  • Advertising standards
  • Meeting the standard – Customer personal information handling
  • Meeting the standard – Developing a customer satisfaction code of conduct
Day 7

ISO 10002 – Complaints Handling

  • Creating a customer feedback system
  • How to handle complaints
  • Developing a positive customer complaint handling process
  • Analyzing customer complaints and service amendments resulting
  • Resourcing your complaints handling system
  • Culture changes required
  • Analysing and evaluating complaints successfully
Day 8

ISO 10003 – Dispute Resolution

  • The essentials of fair, transparent and accessible dispute resolution/handling domestic disputes
  • Handling cross-border/international disputes
  • E-Commerce disputes
  • Processes for dispute resolution
  • Monitoring and evaluating your dispute resolution processes.
  • Guidance on management involvement in the dispute resolution process
  • Guidance on the selection of providers and use of their services
Day 9

ISO 10004 – Monitoring and Measuring Customer Satisfaction

  • Scoping your quality management system
  • Effective process measurement principles
  • Effective process monitoring principles
  • Analysis and evaluation techniques
  • Metrics, KPIs and dashboards
  • Management reporting
Day 10

Producing your submission

  • How the standards tie into existing customer service policies (e.g. ISO 9000 ‘family’)
    • Customer Focus (ISO 9001)
    • Quality Objectives (ISO 9001)
    • Customer Communication (ISO 9001)
    • Customer Satisfaction (ISO 9001)
  • How to integrate the new standards into existing practices
  • Integrating the new standards with existing styles
  • Integrating with current standards on complaints (ISO 9004)
  • Creating a coherent policy spanning ISO 9000 ‘family’ and ISO 10001 – 4)
Certificates
  • On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates. Continuing Professional Education credits (CPE): In accordance with the standards of the National Registry of CPE Sponsors, one CPE credit is granted per 50 minutes of attendance.
Providers and Associations

Endorsed Education Provider

NASBA

In Association With

Options & Brochure
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ISO

Why Choose Saudi GLOMACS?

Saudi GLOMACS is the official Saudi Arabian division of GLOMACS International (glomacs.com), delivering internationally recognised training courses both within Saudi Arabia and across international locations. Our training courses are aligned with the highest professional and institutional standards, supported by a strong understanding of the professional landscape in Saudi Arabia and access to global expertise.

Saudi GLOMACS enables professionals and organisations to strengthen leadership, capability, and long-term excellence through consistently high-quality learning experiences.

Official Saudi Presence

Official Saudi Arabian division of GLOMACS with established global credibility.

International Benchmarks

Internationally benchmarked training courses aligned with professional best practices.

Trusted Across Sectors

Trusted by professionals and institutions across public and private sectors.

Flexible Delivery

Training courses delivered within Saudi Arabia and across international locations.

Global Standards, Local Relevance

All Saudi GLOMACS training courses are developed in line with internationally recognised standards while remaining relevant to the professional expectations and working environments in Saudi Arabia.

This approach ensures participants benefit from globally benchmarked knowledge that can be applied effectively within Saudi-based roles, regional responsibilities, and international professional contexts.

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Frequently Asked Question

No. Saudi GLOMACS delivers courses in Saudi Arabia and internationally, including delivery across Europe and Asia. This allows organisations and professionals to access training both locally and abroad.

No. While governance and leadership are part of the portfolio, Saudi GLOMACS delivers training across the entire business and professional lifecycle, including administrative, technical, legal, regulatory, and sector-specific training.

Yes. Saudi GLOMACS designs and delivers bespoke in-house training tailored to organisational objectives, sector requirements, and workforce needs. Training can be delivered in Saudi Arabia or internationally, depending on requirements.

Courses delivered in Saudi Arabia are adapted to reflect local regulatory frameworks, organisational structures, sector conditions, and professional expectations. This ensures training is relevant, practical, and aligned with Saudi workplace realities.

GLOMACS has been delivering professional training for over thirty years, with courses delivered across Europe, the Middle East, Asia, and other international markets.

Saudi GLOMACS combines three decades of global training experience with a clear focus on Saudi market relevance. This allows it to deliver training that is both internationally credible and locally applicable, across a broader range of disciplines than niche or single-focus providers.

Saudi GLOMACS is a Saudi-based professional training provider delivering courses tailored to the Saudi market and applicable internationally. It operates within the global GLOMACS framework and draws on more than three decades of international training experience.

Saudi GLOMACS offers professional training across a wide range of disciplines, including administration, leadership and management, governance and regulation, law, oil and gas, energy, engineering, finance, digital technologies, and sector-specific specialisations.

Training supports professionals across all career stages, from operational roles to specialist and senior responsibilities.

Participants include professionals from public sector, semi-government, and private sector organisations, across a wide range of roles and industries. Attendees range from administrative and operational professionals to technical specialists, managers, and senior decision-makers.

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