An Intensive 5-day Training Course
Measuring and Managing Customer Satisfaction
ISO 9001 and Beyond
Course Introduction
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 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 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
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
Training Methodology
This OXFORD MANAGEMENT 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.
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
Who Should Attend?
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
Course Outline
Day One
Building a 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 Two
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
- Case Studies: ISO 9001 Customer Service Excellence
Day Three
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 Four
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 Five
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
Certificate
On successful completion of this training course, Oxford Management Centre Certificate with eligible Continuing Professional Education credits (CPE) from National Registry of CPE Sponsor will be awarded to the delegates
Accreditation
In association with
This training course is also part of below 10-day title:
Related Courses
Providing World-Class Customer Experience, Service and Satisfaction
Date: 17-28 Nov 2025 Location: Dubai Fee: $11,900
Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
Date: 24-28 Nov 2025 Location: Dubai Fee: $5,950
Oil and Gas: Markets, Trading, Pricing and Economic Framework
Date: 23-27 Jun 2025 Location: Dubai Fee: $5,950
Strategic Account Management in the Digital Age
Date: 16-20 Jun 2025 Location: Dubai Fee: $5,950
Logistics & Supply Chain Management
Date: 02-06 Jun 2025 Location: London Fee: $5,950
The Certified Marketing Professional
Date: 10-14 Nov 2025 Location: Dubai Fee: $5,950
Mini MBA in Marketing & Brand Management
Date: 25-29 Aug 2025 Location: Dubai Fee: $5,950
FREQUENTLY ASKED QUESTIONS
To check on availability please call Registrar’s Office at +971 50 985 0174. If you have any questions or enquiries please feel free to contact us
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, we provide assistance in securing both hotel reservations & entry visa on all our international training venues, for delegates attending our training courses. For further information / assistance, please contact our Customer Service at:
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, Oxford Management Centre is accredited by the following professional bodies;
National Association of State Board of Accountancy (NASBA)
The Oxford Management Centre is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit.
Yes, discounts are available. For further information please call +971 50 985 0174 or email, [email protected]
Note: Discounts are not applicable with any other special offer that may be available.
There are 2 easy ways to register:
- Online: Select the training course you want to register for, Click the “Book Your Place” button on the course page, complete the form and click submit.
- E-mail: Send your details to [email protected]
We request that all cancellations be made at least one week before the class start date. You may reschedule this class without any penalty. If not, a $250 fee will be charged for cancellations received less than one week before a class begins and for no-shows. Cancellation penalties and any fees incurred by Oxford Management Centre will be deducted from refunds.
For more information request, email [email protected] or call +971 50 985 0174.
The classroom training fees include course presentation, relevant materials, physical & digital documentation, lunch and refreshments served during entire training. Accommodation and transportation are not included in the training course fees.
While, online training fees cover the course presentation and digital documentation and relevant materials.
The Oxford Management Centre Certificate of Completion with corresponding CPE credits shall be awarded to delegates who has successfully completed the training course.
Payment must be received before the training course commences. You can make payment by bank draft, cash, credit card or wire transfer.
Note: If the payment is not received, Oxford Management Centre has the right to refuse admission.
Upon receipt of your registration form, we will send you the following by e-mail:
- Registration Confirmation
- Invoice/Receipt (where appropriate)
If you register online you will receive an e-mail within 24 hours confirming your registration.
