Why Attend This Training Course?

Quality plays a pivotal role in the contemporary business environment, as it is essential for an organization’s survival and competitiveness. The concept of quality has evolved significantly, expanding beyond mere product or service attributes to encompass a comprehensive approach known as Total Quality Management. This shift emphasizes the need for organizations to enhance their overall performance and integrate quality assurance across all operational facets. This training course aims to investigate the internal dynamics of organizations, examining the challenges that arise and their subsequent impact on organizational performance.

What Is The Training Course Methodology?

This training course methodology depends on enabling participants to interact and exchange experiences, explore their competencies and achieve their career aspirations, using forward-thinking training arts, such as theoretical lectures and/or open discussion to exchange opinions and experiences, scenarios, innovative thinking brainstorming. Participants will receive an agenda including training material as a reference, in addition to some extra notes and booklets. 

Who Should Attend This Training Course?

This training course is designed for Marketing Managers or Directors, Customer Service Managers, Quality Assurance Managers, Customer Service Representatives, and Individuals who need to understand ISO 9001 and how it works.

What Are The Training Course Objectives?

• Emphasizes customer focus and satisfaction.

• Promotes a process-oriented approach for efficient operations.

• Facilitate training and awareness programs on ISO 9001 standards.

• Involve employees in the development and implementation phases.

• Communicate the benefits of ISO 9001 for personal and organizational growth.

• Implement feedback mechanisms to gather customer insights.

• Standardize service delivery processes to ensure consistency.

• Foster a customer-centric culture among employees.

• Assess compliance with ISO 9001 standards through systematic audits.

• Identify areas for improvement and recommend corrective actions.

• Quality Assurance focuses on preventing defects and ensuring quality processes.

• Continuous Improvement emphasizes iterative enhancements based on performance data.

• Both concepts foster a culture of excellence and adaptability within organizations.

What Is The Training Course Curriculum?

Introduction

• Definition of ISO 9001

• Significance of a customer-focused communication process in achieving ISO 9001 standards

• Understanding ISO 9001

• Key components of ISO 9001

• Importance of customer satisfaction in the ISO framework

Identifying Communication Barriers

• Identifying common barriers to effective communication with customers

• Strategies for overcoming these barriers

• Enhancing Customer Relations

  • Active listening and questioning techniques

  • Importance of interpreting nonverbal communication

• Determining individual DISC communication styles

• Adapting communication strategies based on styles

Principles of ISO 9001 and Total Quality Management (TQM)

• Origin and philosophy of Total Quality Management

• Relationship between ISO 9001 principles and TQM practices

• Overview of the eight principles of ISO 9001

• Deming's Fourteen Points of TQM

• Management Approaches

• Comparison between Traditional Management and TQM

• Addressing obstacles to TQM implementation

• Examination of exemplary customer service practices aligned with ISO 9001 standards

Customer Service Satisfaction Requirements

• Understanding Customer Expectations

• Identifying what customers expect from organizations

• B. Strategies for exceeding customer expectations

• Attitude and Customer Service

• Impact of positive attitudes on customer relations

• Measuring and monitoring customer satisfaction

• Employee Empowerment

• Designing an effective customer service satisfaction survey

Customer Service Recovery Strategies

• Importance of Customer Complaints

• Encouraging feedback and the significance of complaints

• The impact of social media on customer service perceptions

• Conflict Resolution

  • Role of supervisors in managing customer complaints

  • Techniques for managing emotions during conflict

• Service Recovery Strategies

• Strategies to calm upset customers

• Effective service recovery for difficult customer interactions

Implementing an ISO 9001 System

• Management's Role in ISO 9001

• Leadership responsibilities in promoting ISO standards

• Introduction to the Plan-Do-Check-Act (PDCA) methodology

• Internal Audits

• Purpose and process of internal audits in ISO 9001

• Key elements for conducting effective internal audits

Continuous Improvement

• Setting SMART goals for continual enhancement

• Developing a comprehensive ISO 9001 Action Plan

• Recap of the importance of a customer-focused communication process in ISO 9001

• Encouragement for ongoing commitment to customer satisfaction and quality management principles