INTRODUCTION TO THE COURSE
Achieving consistent quality and superior customer satisfaction is essential for any organization aiming to remain competitive in today’s dynamic marketplace. The ISO 9001 and Beyond training course is designed to guide professionals through the principles of ISO 9001, with a focused approach on customer service excellence and continuous improvement.
ISO 9001 is the internationally recognized standard for quality management systems. It not only sets the framework for quality control but also helps organizations establish a strong customer-centric foundation. This training course equips participants with the tools, techniques, and strategies required to align ISO 9001 standards with exceptional customer service delivery.
This ISO 9001 and Beyond training course will highlight:
- The evolution and key concepts of quality management and ISO 9001
- The structure, purpose, and application of the ISO 9001 standard
- Practical methods to measure and enhance customer satisfaction
- Core communication and conflict resolution skills for customer-facing professionals
- Step-by-step guidance on ISO 9001 implementation and improvement initiatives
COURSE DETAILS
Objectives
By the end of the ISO 9001 and Beyond training course, participants will be able to:
- Apply quality management principles in alignment with ISO 9001 standards
- Promote organizational buy-in and employee commitment to quality initiatives
- Strengthening customer service performance by integrating quality management practices
- Understand the role of internal auditing in driving performance improvement
- Implement SMART objectives for evaluating and improving customer satisfaction
- Explain key concepts of Quality Assurance and Continuous Improvement
Training Methodology
This ISO 9001 and Beyond 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.
Organisational Impact
Organizations that invest in this training course can expect:
- Enhanced customer loyalty and brand reputation through superior service
- Greater employee alignment with the organization’s quality vision and values
- Stronger internal processes that support continuous improvement
- Increased customer retention and stakeholder trust
- More effective use of ISO 9001 principles to drive performance and compliance
Personal Impact
Participants will benefit from:
- Enhanced skills in quality-driven service delivery and communication
- Better decision-making, problem-solving, and critical thinking capabilities
- Improved ability to set, measure, and achieve customer service goals
- Increased confidence in applying ISO 9001 in their role
- Stronger professional recognition and career development opportunities
- Deeper appreciation for their role in fostering continuous improvement
Who should Attend?
Whether you are a seasoned quality management professional, or just looking to learn more about ISO 9001, this training course will be beneficial.
This ISO 9001 and Beyond 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 an 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
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
Certificate
- On successful completion of this training course, KC Academy Certificate will be awarded to the delegates.