* All fees are exclusive of vat
** PREMIUM - Customize your learning experience
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. In this training aims to create full understanding of ISO ISO 18295:2017.
What Do Participants Learn?
ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
Who Should Attend?
All Staff who works customer contact centres.
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Terms and definitions
Customer relationship requirements
Communication of information to customers
Measuring and monitoring of customer experience Complaints handling
Customer experience design and delivery
Communication and customer service competencies
Communication of information to employees .
Quality assurance related to customer interactions
Service delivery infrastructure
Handling customer interactions
Continuation of serviceClient relationship .