ISO 9001 and Beyond

Measuring and Managing Customer Satisfaction

Format availability:



5 Days

Introduction to the course

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 KC Academy 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.

This ISO 9001 and Beyond: Measuring and Managing Customer Satisfaction training course will highlight:

  • 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

Course details

At the end of this ISO 9001 and Beyond: Measuring and Managing Customer Satisfaction training course, you will learn 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

This ISO 9001 and Beyond: Measuring and Managing Customer Satisfaction training course will be a combination of presentation and small group work. While working in groups, delegates will have the opportunity to apply topics discussed in the training in real-world scenarios. This training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions. 

Major benefits to the organisation include:

  • Enhanced professional image with customer base
  • Greater level of customer satisfaction and retention
  • Manage quality and drive continual improvement
  • A shared organisational customer-centric service vision
  • Improved stakeholder relationships
  • Attract and retain customers by meeting their current and future needs better

Participants will gain the following significant benefits:

  • Improved problem solving and critical thinking skills
  • Greater capability to increase internal and external customer satisfaction
  • Better opportunity for recognition and career advancement
  • Enhanced goal setting and time management skills
  • Improved face-to-face active listening and questioning skills
  • An increased appreciation for their role in promoting the concept of continuous improvement within their organisation

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 Measuring and Managing Customer Satisfaction 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

Daily Agenda

DAY 1:
Building a 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
  • Case Studies: 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

Frequently Asked Questions

There are no prerequisites. Our courses are open to students of all backgrounds who are 18 years of age and older. All courses are conducted in English. Video lectures include English subtitles and the option to slow-down, pause, or replay lectures for better retention. Discussion boards are a critical component of each of our courses; therefore, we suggest students have a conversational knowledge of English when pursuing a Certificate of Completion. For any of the art writing courses, students need to be 100% proficient in written English.

You should have an up-to-date web browser such as: Chrome, Safari, Firefox, or Internet Explorer. For more detailed information, please see the guides for supported browsers and basic computer specifications. Our Online Courses can be accessed on a mobile or tablet device, although we strongly encourage you to have access to a desktop or laptop computer and reliable internet connection for certain course components. Former students have told us it is easiest to read discussion threads and complete written assignments on a laptop or desktop computer.

Registration is available on our website. Just follow these simple steps: Click the “Apply Now” button in the top right corner of your screen. Select “Online Courses.” Choose your course(s). You will be asked for basic contact information and your credit card payment. We require full payment at the time of registration and all tuition is billed in US dollars. Be sure to check with your bank or credit card company, as your financial institution may charge a foreign transaction fee.

Our classes are kept small, at no more than 30 students, to better facilitate and encourage personalized interaction with the instructor and fellow participants. Your classmates come from all over the globe and contribute their global perspectives and experience. Some are currently working within the arts while others are just beginning. All classmates share in their passion for the art world.

It is recommended that you begin your course promptly. If you do need to start the course a few days late, contact your instructor as soon as possible after the course has opened to discuss your options. Registration closes on the Friday after the course begins.

Enroll now

Click on a date to enroll and save your seat
11-15 Nov 2024
Fee: $5,950
17-21 Nov 2025
Fee: $5,950
Course customization available
Course customization available

This training course is available to be conducted at your own pace & at your own time. Request for a quotation now and our training advisor will contact you shortly

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