CERTIFIED QUALITY CUSTOMER SERVICE MANAGER
Guidelines for code of conduct for organizations, Customer Complaint Handling, Dispute Resolution and Monitoring and Measuring Customer Satisfaction according ISO 10001-4
Course objectives
- Implement effective customer complaint handling procedures
- Ensure customer satisfaction by proactively eliminate the causes of customer complaints (corrective actions).
- Understand the concept of quality control, Root Cause analysis and corrective actions in customer service management.
- To appreciate the importance of internal audit in a customer service management system
- To plan and implement effective internal audits against ISO 10001-3
- To provide value-added services to customers.
Course Content
- Fundamental quality principles and concepts
- Drafting an CSMS implementation business case
- Planning a CSMS based on ISO 10001-3
- Implementing a CSMS based on ISO 10001-3
- Defining roles, responsibilities and authorities
- Managing an CSMS implementation project
- Implementing CSMS controls
- Managing CSMS controls
- Implementing Metrics
- Implementing corrective or preventive action
- Performing a management review
- Performing a risk assessment
- Managing incidents
- Managing an CSMS team
- Performance evaluation, monitoring and measurement of a CSMS based on ISO 10002:2004
- Continuous improvement of a CSMS based on ISO 10001-3
- Audit activities according to ISO 19011
- Preparing for audit
- 。 Defining process map
- 。 Determining audit trail
- 。 Scheduling an audit
- 。 Preparing audit checklist
- Conducting an audit
- 。 Opening meeting
- 。 Conducting an audit
- Reporting audit result
- 。 Presenting audit findings
- 。 Preparing audit report
- 。 Closing meeting
- Follow-up after audit
- Checking and Improving Audit Process
- Monitor and measuring an audit
- Improving the audit process
Who should attend?
- Personnel handling customer complaints, Call Centres, Head of customer service unit, Internal Auditors and implementers of Quality Management System.
- Customers Service / Support experts and Managers in quality-oriented establishments.)
Delivery Method: Presentation, workshop, discussion & exercise
Certificate of Attendance: Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours. Candidates that pass the Exam will be issued with CQCSM.
Training Dates
| May 26-28, 2017 | Jul 21-23, 2017 | Sept 22-24, 2017 | November 10-12, 2017 |
Venue: DU&T Consulting, Lagos.
Fee: N110, 000 (cover Training, Material, Lunch and Certificate). Discount of 10% for 4-9 participants, 15% for 10 and above.
Registration Details: DU&T Consulting, 0016102526 GTBank Plc
Enquiry: 08033746074, 08182704246 or john@dutconsulting.com
DU&T Consulting, 5 Afisman Drive Anifowose, Ikeja, Lagos. www.dutconsulting.com
