Measuring and Managing Customer Satisfaction

Start Date: 2023-04-24 End Date: 2023-04-28

Scheduled Dates:

    24-28 April 2023

    25-29 September 2023

Venue:                     Windhoek, Namibia

Duration:                 5 days

Course Fee:            USD 1700.00

Course Description

Quality is something every company strives for and is often times very difficult to achieve. ISO 9001 standards help organisations give their customers the confidence that they are buying products from companies that make quality and customer service a high priority. However, the course is scheduled to share with participants effective customer-centric strategies and best practices to provide excellent customer service. Providing excellent customer service helps differentiate one organisation’s brand and make it easier to stand out in red oceans.

The Aims of the Course

The course aims to:

• Equip delegates with high-level skills and knowledge to effectively design and implement customer-centric strategies and best practices to provide world-class customer service in their organisations.

Course Objectives

By the end of this training, delegates should be able to:

• Measure and manage customer satisfaction.
• Demonstrate a deep understanding of quality management principles in the context of ISO 9001
• Identify and adopt quality management practices to improve customer service satisfaction
• Identify customer needs and expectations
• Explain and apply key concepts of Quality Assurance and Continuous Improvement in their organisations
• Set SMART objectives to measure, assess and improve customer satisfaction
• Set customer expectations

Target Group

• Customer Service Managers
• Quality Assurance Managers
• Customer Service Representatives
• Individuals who need to understand ISO 9001 and how it works