Hybrid: Customer orientation/focus according to ISO 9001:2015


C9 Academy: programs

Hybrid: Customer orientation/focus according to ISO 9001:2015


Customer satisfaction and complaint handling are the two most important subjects from the ISO 9001 standard, but usually seen as ballast rather than added value. That is actually quite strange, especially when you know that the most successful organisations excel in the area of customer focus.
The ISO 9001:2015 quality management system sets a number of basic requirements around customer satisfaction by making customer orientation and monitoring it the most important. Customer satisfaction is thus a basic requirement for the success and continuity of an organisation.

  • Insight into perceptions and drivers: 'gaps' between customer perceptions & expectations
  • The relevant elements & focus areas that determine success 
  • Pillars of a thorough 'Customer Performance Analysis' (CPA) according to ISO 9001:2015
  • Links to other relevant standards & models: ISO 10004 / EFQM / NPS / Hostmanship

Quality managers, complaints handlers and coordinators, head of customer service, sales managers and account managers will benefit from attending this unique workshop.

  • Online 
  • Tuesday 7 December 2021 / 14h00 - 16h00

Dutch spoken training 

  • €100 excl. VAT 
  • Benefit from the 'KMO portefeuille' and save on this training 

Tim Belon - Senior Consultant & CEO C9


Download training fact sheet: NL


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