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