Listen To The Voice Of Your Customers!
The Measuring and Managing Customer Satisfaction course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. ISO 9001 standards
ISO 9001 standards help an organization give its customers the confidence that they are buying their products from a company that makes quality and customer service a high priority.
The class not only focuses on how to meet ISO 9001 requirements but also how to use the system to increase in profits and revenues.
YOU WILL LEARN HOW TO
The course will cover the three tools required by ISO 9001:
1) customer needs assessment,
2) customer satisfaction surveys and
3) complaint systems.
Discover what ‘customer satisfaction’ really means and write your customer satisfaction plan. The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action.
Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate.
Exam Information
To gain ISO 9001 certificate participants will need to pass PECB accredited exam. The exam can be taken on the last day of the course (in-class), or any time after the session.
There are two exam types:
Multiple choice “closed book” exam where the candidates are not authorized to use anything but the exam paper and a pen or, Essay type “open book”.
COURSE OUTLINE
What is ISO 9001?
Understanding the critical components of ISO 9001
Identifying customer communication barriers
Actively listen and questing skills to improve customer relations
Interpreting your customer’s nonverbal communication
How to determine your DISC communication style
What is ISO 9001?
Understanding the critical components of ISO 9001
Identifying customer communication barriers
Actively listen and questing skills to improve customer relations
Interpreting your customer’s nonverbal communication
How to determine your DISC communication style
Module 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 Versus Total Quality Management
Obstacles to Implementing TQM
Case studies: ISO 9001 customer service excellence
Module 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 serve their customers better
Customer Service Satisfaction Survey
Write your Customer Satisfaction Plan
Design your Survey and Its Processes
Word-craft your Questions
Design your Scales to Match the Questions
Use Statistics for Trustworthy Data
Deploy the Surveys Appropriately
Design or Refine your Customer Complaint System
Analyze Qualitative Data
Analyze Quantitative Data
Module 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
Module 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
