Measuring and Managing Customer Satisfaction

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Measuring and Managing Customer Satisfaction

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.

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  • COURSE TYPE Practitioner
  • DURATION 4 days


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.


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”.



Module 1: Building a ISO 9001 Customer-Focused Communication Process

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

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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