Measuring and Managing Customer Satisfaction

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. 

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

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

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