Pioneers in Global Leadership and Quality Management 

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Measuring and Managing Customer Satisfaction: 

ISO 9001 and Beyond


​Quality is something every company strives for and is often times very difficult to achieve. ISO 9001 standards helps an organisation give its customers the confidence that they are buying their products from a company that makes quality and customer service a high priority. The focus of this Customer Service training course on Measuring and Managing Customer Satisfaction is to provide delegates with an understanding of the key terms, definitions, and requirements of ISO 9001 and how the standard can help their organisations increase customer satisfaction.

Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service. This Customer Service training course on Measuring and Managing Customer Satisfaction gives customer service professionals the communication skills and best practices they require to develop a customer-centric organisation. Providing excellent customer service helps differentiate your brand and makes it easier to stand out in a crowded marketplace.


Key Highlights

  • An understanding of the concept of quality control and its historical evolution
  • The philosophy, methodology, and structure of the ISO 9001 standard
  • Measure and assess customer service standards and objectives
  • Develop communication, negotiation and conflict resolution skills
  • Identify the required steps associated with ISO 9001 implementation


Training Objectives

By the end of the course, participants will be able to:

  • Apply the application of quality management principles in the context of ISO 9001
  • Create employee “buy-in” to the company's ISO 9001 quality management system
  • Relate quality management practices to improve customer service satisfaction
  • Describe the responsibilities of internal auditors and their role in improving management systems
  • Explain the key concepts of Quality Assurance and Continuous Improvement
  • Set SMART objectives to measure, assess and improve customer satisfaction


Who Should Attend

Whether you are a seasoned quality management professional, or just looking to learn more about ISO 9001, this Customer Service training course on Measuring and Managing Customer Satisfaction will be beneficial. This training course is suitable to a wide range of professionals, but will greatly benefit:


  • Customer Service Managers
  • Quality Assurance Managers
  • Customer Service Representatives
  • Individuals who need to understand ISO 9001 and how it works

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Compressed Program Outline ( Please Contact us for a Detailed Program Outline

Building a ISO 9001 Customer-Focused Communication Process
Principles of ISO 9001 and Total Quality Management “TQM” 
Customer Service Satisfaction Requirements
Customer Service Recovery Strategies  
Implementing an ISO 9001 System

DATES AND VENUES

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