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 training course 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.
At the end of this seminar, 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
Who Should Attend?
Customer service managers
Quality Assurance managers
Customer service representatives
Individuals who need to understand ISO 9001 and how it works
Building a 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 Versus Total Quality Management
Obstacles to Implementing TQM
Case studies: ISO 9001 customer service excellence
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
Implementing an ISO 9001 System
Role of Top Management in ISO 9001
Internal audit purpose and process
Internal audit elements
Setting SMART goals for continuous improvement
Developing your ISO 9001 Action Plan
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