Certified Quality Customer Service Manager Course
Build your capability in quality management and process improvement.
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What you’ll work towards
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.
Learning points are drawn from the existing course outline. Confirm the current syllabus and qualification requirements before booking.
Who is this course for?
- 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.)
Before you join
Entry requirements have not been confirmed for the next intake. Ask us to check any prior knowledge, experience or qualifications needed for your chosen pathway.
Course participation, passing an assessment and gaining a professional credential may have different requirements.
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Contact our team in Ikeja, Lagos to discuss your course choice, group requirements and the next steps.
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Your course outline
This is a previously published outline, not a current booking offer. Any dates, fees, payment instructions, qualification versions or partner details within it require reconfirmation. Do not pay using historic instructions.
Read the existing course outline
- 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.
- 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
- 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.)
| May 26-28, 2017 | Jul 21-23, 2017 | Sept 22-24, 2017 | November 10-12, 2017 |
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What is the full fee, and what does it include?
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How will I be assessed, and which certificate can I receive?
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What support and learning access are included?
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Can I cancel, transfer or change the intake?
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Let’s plan your learning.
Certified Quality Customer Service Manager Course
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