Measuring and Managing Customer Satisfaction - Virtual Learning
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 Gulf Rowad 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 Gulf Rowad 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
5 Days
1620 Sessions
Starting from USD 2,000
Available Face to Face
Course Methodology
This Gulf Rowad Customer Service training course on Measuring and Managing Customer Satisfaction 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.
Course Objectives
At the end of this 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
Target Audience
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
Target Competencies
Organisational Impact
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
Personal Impact
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
Course Outline
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
- 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
2026 Schedule & Fees
Course Fees Starting From
USD
2,000
| Date | City | Language | Price | Action |
|---|---|---|---|---|
| 28 Jun - 02 Jul, 2026 | Online | English | USD 2,000 | Book |
| 28 Jun - 02 Jul, 2026 | Online | Arabic | USD 2,000 | Book |
| 05 Jul - 09 Jul, 2026 | Online | English | USD 2,000 | Book |
| 05 Jul - 09 Jul, 2026 | Online | Arabic | USD 2,000 | Book |
| 12 Jul - 16 Jul, 2026 | Online | Arabic | USD 2,000 | Book |
| 12 Jul - 16 Jul, 2026 | Online | English | USD 2,000 | Book |
| 19 Jul - 23 Jul, 2026 | Online | Arabic | USD 2,000 | Book |
| 19 Jul - 23 Jul, 2026 | Online | English | USD 2,000 | Book |
| 26 Jul - 30 Jul, 2026 | Online | English | USD 2,000 | Book |
| 26 Jul - 30 Jul, 2026 | Online | Arabic | USD 2,000 | Book |
| 02 Aug - 06 Aug, 2026 | Online | English | USD 2,000 | Book |
| 02 Aug - 06 Aug, 2026 | Online | Arabic | USD 2,000 | Book |
| 09 Aug - 13 Aug, 2026 | Online | Arabic | USD 2,000 | Book |
| 09 Aug - 13 Aug, 2026 | Online | English | USD 2,000 | Book |
| 16 Aug - 20 Aug, 2026 | Online | Arabic | USD 2,000 | Book |
| 16 Aug - 20 Aug, 2026 | Online | English | USD 2,000 | Book |
| 23 Aug - 27 Aug, 2026 | Online | Arabic | USD 2,000 | Book |
| 23 Aug - 27 Aug, 2026 | Online | English | USD 2,000 | Book |
| 30 Aug - 03 Sep, 2026 | Online | Arabic | USD 2,000 | Book |
| 30 Aug - 03 Sep, 2026 | Online | English | USD 2,000 | Book |
| 06 Sep - 10 Sep, 2026 | Online | Arabic | USD 2,000 | Book |
| 06 Sep - 10 Sep, 2026 | Online | English | USD 2,000 | Book |
| 13 Sep - 17 Sep, 2026 | Online | Arabic | USD 2,000 | Book |
| 13 Sep - 17 Sep, 2026 | Online | English | USD 2,000 | Book |
| 20 Sep - 24 Sep, 2026 | Online | English | USD 2,000 | Book |
| 20 Sep - 24 Sep, 2026 | Online | Arabic | USD 2,000 | Book |
| 27 Sep - 01 Oct, 2026 | Online | English | USD 2,000 | Book |
| 27 Sep - 01 Oct, 2026 | Online | Arabic | USD 2,000 | Book |
| 04 Oct - 08 Oct, 2026 | Online | English | USD 2,000 | Book |
| 04 Oct - 08 Oct, 2026 | Online | Arabic | USD 2,000 | Book |
| 11 Oct - 15 Oct, 2026 | Online | English | USD 2,000 | Book |
| 11 Oct - 15 Oct, 2026 | Online | Arabic | USD 2,000 | Book |
| 18 Oct - 22 Oct, 2026 | Online | Arabic | USD 2,000 | Book |
| 18 Oct - 22 Oct, 2026 | Online | English | USD 2,000 | Book |
| 25 Oct - 29 Oct, 2026 | Online | Arabic | USD 2,000 | Book |
| 25 Oct - 29 Oct, 2026 | Online | English | USD 2,000 | Book |
| 01 Nov - 05 Nov, 2026 | Online | Arabic | USD 2,000 | Book |
| 01 Nov - 05 Nov, 2026 | Online | English | USD 2,000 | Book |
| 08 Nov - 12 Nov, 2026 | Online | Arabic | USD 2,000 | Book |
| 08 Nov - 12 Nov, 2026 | Online | English | USD 2,000 | Book |
| 15 Nov - 19 Nov, 2026 | Online | Arabic | USD 2,000 | Book |
| 15 Nov - 19 Nov, 2026 | Online | English | USD 2,000 | Book |
| 22 Nov - 26 Nov, 2026 | Online | Arabic | USD 2,000 | Book |
| 22 Nov - 26 Nov, 2026 | Online | English | USD 2,000 | Book |
| 29 Nov - 03 Dec, 2026 | Online | English | USD 2,000 | Book |
| 29 Nov - 03 Dec, 2026 | Online | Arabic | USD 2,000 | Book |
| 06 Dec - 10 Dec, 2026 | Online | English | USD 2,000 | Book |
| 06 Dec - 10 Dec, 2026 | Online | Arabic | USD 2,000 | Book |
| 13 Dec - 17 Dec, 2026 | Online | Arabic | USD 2,000 | Book |
| 13 Dec - 17 Dec, 2026 | Online | English | USD 2,000 | Book |
| 20 Dec - 24 Dec, 2026 | Online | Arabic | USD 2,000 | Book |
| 20 Dec - 24 Dec, 2026 | Online | English | USD 2,000 | Book |
| 27 Dec - 31 Dec, 2026 | Online | English | USD 2,000 | Book |
| 27 Dec - 31 Dec, 2026 | Online | Arabic | USD 2,000 | Book |
Face to Face Courses
Face to Face
Measuring and Managing Customer Satisfaction
5 Days
1566 Sessions
Customer Service
We can customize this training course for you!
At Al Mawred, we offer customizable courses designed to fit your specific needs. Whether it's refining technical practices or enhancing leadership and management skills, we tailor our programs to meet your unique goals and challenges. Let us create a training solution that delivers real results for your team.
Request for In-House TrainingReady to advance your career?
Join thousands of professionals who have already enhanced their skills with Al Mawred.
Register for this course