This course is designed to provide knowledge of how to measure customer satisfaction and manage a customer-satisfaction system. The course not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase profits and revenues. The course will cover the three tools required by ISO 9001: customer needs assessment; customer satisfaction surveys; and complaint systems. Discover what “customer satisfaction” really means and write your own customer satisfaction plan. The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action.
This course is intended for those interested in satisfying the customer and learning the meaning of satisfaction ratings.
The course consists of a series of lessons, illustrations, diagrams, examples, supplemental handout information, interactive exercises and quizzes. A handy desk reference containing all of the text information from the course is included as a printable pdf file.
Successful completion of the course will result in a certificate with 0.9 CEUs equivalent to nine contact hours. The CEUs may be used to meet ASQ certification continuing education requirements or to meet requirements for other organizations requiring on-going education. The subscription length is 180 days plus one free 30-day extension provided on an as-needed basis.