Our Online Self-Paced courses are available on your own schedule 24/7 during your e-learning subscription.
Target Audience
This Measuring and Managing Customer Satisfaction 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 is included with the course as a printable pdf file
Course Objectives
The Measuring and Managing Customer Satisfaction course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase in profits and revenues. The course will cover the three tools required by ISO 9001: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) 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.
Upon the completion of this course, you will be able to:
- apply techniques in customer needs interviews
- design good surveys
- determine areas needing action
- link customer satisfaction and ISO 9001 requirements
- critique surveys
- write decision-friendly customer sat reports
- prepare a customer satisfaction plan
- determine when to measure customer satisfaction
- use data for improving organizational performance and profit
Subscription Length: 180 days
Estimated Number of Student Hours: 9 hours
Continuing Education Credits (CEUs): 0.9
This class license is sold on a single user basis. Within two business days from registration, each registrant will be emailed a unique username and password to access the course material through our secure online training portal. Successful completion of the course will result in a certificate for course contact hours.
Need to purchase multiple seats for Online Self-Paced courses?
Please contact us for multiple-seat discount options before making your purchase.
Training for Teams provides training for your group of employees in either a virtual live setting, or in-person at your facility. Connect with us to customize any of our standard courses to fit your specific need.
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