Date: 18-19 March, 2025.

Course Fee: Free

Registration: send Name, email and CSCM to partnership@cognicert.com

Customer service is what separates successful brands from those that struggle to get by. Increasingly, consumers are choosing brands and businesses solely in accordance with customer service – above even product quality and low prices. To become proficient in high-level customer service is to become a priceless asset in the eyes of most businesses. Practical experience matters, but so too does laying the groundwork with focused, dedicated study. This course will equip you with the skills needed to be an excellent customer service manager. It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers’ problems. It will also equip participants to set up an effective customer service oriented management system that comply with four ISO standard guidelines like ISO 10001 Customer Satisfaction- Guidelines for Code of Conduct for Organizations; ISO 10002 Customer Satisfaction- Guidelines on Complaint Handling, ISO 10003 Customer Satisfaction-Guidelines for Dispute Resolution External to Organisation and ISO 10004 Customer Satisfaction- Guidelines for Monitoring and Measuring Customer Satisfaction.

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