The customer is the one and only individual that can tell you how well you are doing. Not by growth charts and sales figures. Customer loyalty is a major contributor to sustainable profit growth. This is true in part because the traditional sources of competitive advantage are vanishing. In the modern era building customer satisfaction and loyalty is a key we say to profitable business. Therefore, Companies need to monitor and analyze their customer satisfaction level and take proper action upon it. ISO 10001, 2, 3 and 4 can help companies to implement a comprehensive customer satisfaction management system throughout their organizations.

How will you and your company benefit from this course?

Customer loyalty is a major contributor to sustainable profit growth. This is true in part because the traditional sources of competitive advantage are vanishing. It's a well-known fact that no business can exist without customers. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. Organization needs to take a holistic approach for customer satisfaction management.

A well implemented customer satisfaction management will help you to gain following benefits:

• • Customer Retention
• • Brand Reputation
• • Improved Communication
• • Continual Improvement
• • Process efficiency
• • Increase sales and profitability
• • Enhancing Stakeholder trust

What we will cover:

Provide understanding of the principles of customer satisfaction management
• • Acquaint delegates with customer satisfaction management fundamentals
• • Familiarize delegates with the ISO 10002, ISO 10003, ISO 10004 requirements
• • Provide insight into how to approach the development of a customer complaint management system
• • Interactive sessions with extensive participant involvement
• • Detailed checklists for key parameters for customer complaint management during reviews.
• • Key areas for management attention
• • Participants define a customer complaint management plan for their firms during the course.
• • Case-study integrating theory and practice for highlighting core concepts.

Course Details:

• • The course is of two days duration and is presented by experienced DNV Tutors
• • Course delivery is through lectures, delegate interaction, open discussion and workshops
• • Public course includes daytime refreshments, buffet lunch, course notes & training certificate
• • Special arrangements can be made for delivery at your organizations own premises