Customer Satisfaction Management Training

“If you can’t measure it, you can’t manage it,” said Peter Drucker. In a buyer’s market, it is important for businesses to be customer centric. Ensuring customer satisfaction is the only way to ensure customer retention. While most companies take many measures to try and improve customer satisfaction, few try to understand what the customer really expects, and how the measures taken impact the customer sentiment. 

It takes continuous effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction.

Training Objective

At the end of this training, participants 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

Day One

Building an ISO 9001 Customer-Focused Communication Process

• What is ISO 9001?
• Understanding the Key Components of ISO 9001
• Identifying Customer Communication Barriers
• Active Listen and Questing 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

Day Two

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

Day Three

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