Nigerian Seminars and Trainings

Search all upcoming seminars, conferences, short management courses and training in Nigeria and around the World

business logo

Customer Satisfaction Management Training

By: LCL Coaches Consultants  

Lagos State, Nigeria

01 - 03 Nov, 2022  3 days

Follow Event

  

NGN 125,000

Venue: Lagos*and Virtual

“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
Lagos*and Virtual Nov 01 - 03 Nov, 2022
NGN 125,000.00(Group Registration Discount Applies)
(Convert Currency)

Olusina Lajorin 09026713101, 08033241313

Group discount apply
Olusina Lajorin

Related Courses

Proactive Process Troubleshooting and Problem Solving Skill Training Proactive Process Troubleshooting and Problem Solving Skill Training

5 days, 15 - 19 Aug, 2022 

2022-08-15 12:08:00 2022-08-15 12:08:00
Lagos State, Nigeria

LCL Coaches Consultants

Proactive problem management identifies, resolves, and prevents problems before they cause service-impacting incidents. This approach differs from reactive problem management by recognizing ...

Performance Management Framework Design and Implementation Course Performance Management Framework Design and Implementation Course

5 days, 05 - 09 Sep, 2022 

2022-09-05 12:09:00 2022-09-05 12:09:00
Lagos State, Nigeria

LCL Coaches Consultants

Workplaces whether public or private, are experiencing massive changes that are challenging nominal ways of working and workforce expectations. The economic realities of ongoing financial constraints ...

Effective Productivity and Performance Improvement for Managers Effective Productivity and Performance Improvement for Managers

5 days, 26 - 30 Sep, 2022 

2022-09-26 12:09:00 2022-09-26 12:09:00
Lagos State, Nigeria

LCL Coaches Consultants

Today's corporate manager cannot afford to deliver below excellence in performance, for excellence has become the minimum proficiency acceptable. However, you can only deliver excellently when ...

Strategic Management in the Public Sector Course Strategic Management in the Public Sector Course

5 days, 19 - 23 Sep, 2022 

2022-09-19 12:09:00 2022-09-19 12:09:00
Lagos State, Nigeria

LCL Coaches Consultants

The public sector’s role and its classical paradigm of the slow movement are changing. This fast-paced change requires a specialized look at the meaning of strategic management in this key ...