Lead Customer Satisfaction Manager Course Overview

To ensure that participants can successfully engage with the Lead Customer Satisfaction Manager course and fully benefit from its content, the following prerequisites are recommended:

• Basic understanding of customer service principles and practices.
• Familiarity with ISO standards, particularly those related to quality management systems (e.g., ISO 9001), is beneficial but not mandatory.
• Experience in a customer-facing role or a role that involves customer service management is advantageous.
• Basic knowledge of data collection and analysis techniques for measuring customer satisfaction.
• Ability to comprehend and analyze customer feedback.
• Willingness to learn and apply new methods for improving customer satisfaction.

These prerequisites are designed to provide a foundation that will help participants to engage effectively with the course material. However, individuals with a strong interest in customer satisfaction management and a commitment to professional development are encouraged to enroll, even if they do not fully meet all of the above criteria.

Target Audience for Lead Customer Satisfaction Manager

The Lead Customer Satisfaction Manager course equips professionals with ISO 10004 quality management skills to enhance customer satisfaction.

• Customer Service Managers
• Quality Assurance Managers
• Customer Experience Officers
• Customer Success Managers
• Operations Managers
• Product Managers
• Client Relationship Managers
• Business Development Managers
• Marketing Managers
• Service Delivery Managers
• Quality Management System Auditors
• Organizational Development Professionals
• Compliance Officers
• Corporate Training Managers
• Anyone involved in customer feedback or complaint handling processes

Learning Objectives - What you will Learn in this Lead Customer Satisfaction Manager?

Introduction to the Course's Learning Outcomes

Gain proficiency in ISO 10004 quality management guidelines for Customer Satisfaction Management (CSM), enabling effective monitoring, measuring, and enhancement of customer satisfaction.

Learning Objectives and Outcomes

• Understand the ISO 10004 standard and the regulatory framework governing customer satisfaction.
• Grasp fundamental principles and concepts of Customer Satisfaction Management.
• Learn to initiate effective CSM methods and allocate the necessary resources for implementation.
• Define the scope and policy of Customer Satisfaction Management within an organization.
• Identify and determine customer expectations to align business objectives with customer needs.
• Select and evaluate customer satisfaction characteristics and indirect and direct indicators.
• Develop skills in collecting, preparing, and analyzing customer satisfaction data accurately.
• Report results and formulate actionable recommendations based on data analysis.
• Implement continuous improvement practices for CSM and monitor the effectiveness of actions taken.
• Prepare for a certification exam, demonstrating competence in leading customer satisfaction initiatives.