This Oxford-Management Training Center Providing World-Class Customer Experience, Service and Satisfaction training course will give your enterprise a crucial strategic advantage in your markets. In an age where the internet has reduced so many brands to mere commodities, to be price compared with just a few clicks, it has emerged that giving customers superb service and world-class customer experiences is the last great strategic point of differentiation. The service and satisfaction we provide customers not only survives the arrival of the internet, but which, thanks to the power and ubiquity of social media, is actually fueled by technological change.
So how should enterprises go about providing world-class customer experiences, services and satisfaction? The answer lies in the internationally accepted standards for customer service and customer satisfaction. World-class customer service is set out in international standards of the ISO 9001 ‘family’, and, more recently, international standards have now been set for customer satisfaction. These benchmarks are laid out in ISO 10001 - 10004. Attaining these standards tells the world you are amongst the best in delivering customer service and customer satisfaction and this 10-day Oxford-Management Training Center training course will show you how to attain and be recognized for these International Standards.
This training course will highlight:
Everything you need to know to satisfy the requirements to meet the international standards in customer service and customer satisfaction.
A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 9001 standards for Customer Service
A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10001 standards for Quality Management (Customer Satisfaction)
A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10002 standards (Complaint Handling)
A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10003 standards (Dispute Resolution)
A detailed understanding of the main criteria to be met to apply for and satisfy the ISO 10002 standards (Monitoring & Measuring Customer Satisfaction)
Each module is structured and can be taken as a stand-alone training course; however, delegates will
maximise their benefits by taking Module 1 and 2 back-to-back as a 2-week training course.
This Oxford-Management Training Center is designed to make attendees aware of all the steps necessary to become accredited with the international standards on customer service and satisfaction ISO 9001, 10001,10002, 10003 and 10004. Delegates will not only learn what is required, but will practice and learn techniques, skills and tools designed to help your organisation become effortlessly compliant with the standards and gain ISO accreditation.
At the end of this training course, you will learn to:
Use excellent communications skills to provide world-beating service
Develop excellent leaderships skills to drive the necessary changes
Learn excellent planning skills
Learn to use and apply the tools of continuous improvement
Enable attendees to use planning skills to develop codes of conduct for customer satisfaction
Understand that complaints are a gift and develop robust systems for collecting and dealing with complaints
Develop the skills of constructive challenge to enable potential disputes to be settled along world-class benchmarked systems
In this Providing World-Class Customer Experience, Service and Satisfaction training course will use a blended learning approach designed to meet the learning styles and learning needs of all candidates. This includes lecture, case studies, workshop exercises, facilitated discussion, video inputs and more.
Meeting these international standards for customer service and satisfaction are a must for any organisation operating in the modern world. This training course will take delegates step-by-step through the key areas of the standards for customer service (ISO 9001) and customer satisfaction) ISO 10001-10004).
At each step, delegates will be introduced to examples required to meet the standards and then given skills, systems and tools to enable them to help the organisation attain each standard.
In addition, taking this training course and subsequently gaining the standards, will:
Show your customers you are serious about delivering true value and customer satisfaction
Prove that your organisation is one of the very best in the world for giving customer satisfaction
Give you ‘best-in-class processes for dealing with all aspects of customer satisfaction
Improve your complaints-handling procedures which is often an area where customers are ‘churned’ and business is lost, often forever.
Give you clear and transparent dispute resolution approaches in the event of customer problems
Give you very clear policies on those elements of quality management that directly relate to customer satisfaction
Anyone who understands how to draught, file and implement policies to the ISO 10001-4 standards can verifiably claim to be amongst the best customer satisfaction executives in the world.
The benefits for employability and remuneration are obvious. Main benefits include:
You will acquire the knowledge tools and processes that are required to submit and subsequently manage a successful ISO 10001-4 application
You will show yourself to be a professional who is internationally recognized as excellent in the delivery of customer satisfaction
You will gain a clear insight to guide you through the (sometimes) myriad processes of an ISO accreditation and have a clear, actionable ‘route-map’ through the process.
You will be an attractive prospect for promotions in your career.
You will be able to demonstrate skills and knowledge that are hugely valuable to any employer
Who should attend?
Anyone who is charged with or interested in gaining world-class accreditation for the delivery of customer satisfaction.
This training course is suitable to a wide range of professionals but will greatly benefit:
Consumer Affairs Champions
Customer Service Executives
Global Account Managers
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?
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
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
ISO 10001 – Customer Satisfaction
Understanding ISO 10001
Meeting the standard – Product (service) delivery
Meeting the standard – Product Returns
Meeting the standard – Customer personal information handling
Meeting the standard – Developing a customer satisfaction Code of Conduct
ISO 10002 – Complaints Handling
Creating a customer feedback system
How to handle complaints
Developing a positive customer complaints handling process
Analyzing customer complaints and service amendments resulting
Resourcing your complaints handling system
Culture changes required
Analysing and evaluating complaints successfully
ISO 10003 – DISPUTE RESOLUTION
The essentials of fair, transparent and accessible dispute resolution/handling domestic disputes
Handling cross-border/international disputes
Processes for dispute resolution
Monitoring and evaluating your dispute resolution processes.
Guidance on management involvement in the dispute resolution process
Guidance on the selection of providers and use of their services
ISO 10004 – Monitoring and Measuring Customer Satisfaction
Scoping your quality management system
Effective process measurement principles
Effective process monitoring principles
Analysis and evaluation techniques
Metrics, KPIs and dashboards
Producing your submission
How the standards tie into existing customer service policies (e.g. ISO 9000 ‘family’)
Customer Focus (ISO 9001)
Quality Objectives (ISO 9001)
Customer Communication (ISO 9001)
Customer Satisfaction (ISO 9001)
How to integrate the new standards into existing practices
Integrating the new standards with existing styles
Integrating with current standards on complaints (ISO 9004)
Creating a coherent policy spanning ISO 9000 ‘family’ and ISO 10001 – 4)
Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.
All Training Courses delivered by Oxford Management by default are eligible for CPE Credit.