INTRODUCTION
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.
This training seminar 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
PROGRAM OBJECTIVES
- 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?
- Customer Service Managers
- Quality Assurance Managers
- Customer Service Representatives
- Individuals who need to understand ISO 9001 and how it works
PROGRAM OUTLINE
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?
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
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
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
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
Permintaan Brosur penawaran Training
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