Measuring and Managing Customer Satisfaction: ISO 9001 and Beyond

Create a customer satisfaction plan. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system. Your organization can use this system to increase profits and revenues.

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Discover what 'customer satisfaction' really means and write your own customer satisfaction plan while participating in this class. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system, and learn how to use the customer satisfaction system to increase profits and revenues. Ask the right questions of the right people, in the right way, at the right time and turn data into action. Learn the three tools required by ISO 9001:2008: customer needs assessment, customer satisfaction surveys, and complaint systems.
This course includes a desk reference that covers all lessons and links to the QualityWBT Glossary. You will have 180 days to access this course.

  • Learning Objectives
    • Apply techniques in customer needs interviews.
    • Determine when to measure customer satisfaction.
    • Design and critique good surveys.
    • Determine areas that need action.
    • State the new ISO 9001 requirements for customer satisfaction.
    • Link customer satisfaction and ISO 9001 requirements.
    • Write decision-friendly customer satisfaction reports.
    • Prepare a customer satisfaction plan.
    • Use data for improving organization performance-profit.
  • Who Should Attend

    Managers and quality professionals who need to assess, develop, or maintain customer satisfaction.

  • More Information

    Prerequisites

    None for this course

    Course Data

    • CEU Hours: 0.9
    • ASQ RU: 0.9
    • Audience: Beginner
    • Provider: Quality WBT
    • Course ID: MMCS01JPR
    • Course Length: 9 hours
    • You have 180 days to access this course.
    • Cancellation Policy
  • Instructors

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