Lead Customer Satisfaction Manager

PECB Certified Lead Customer Satisfaction Manager
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  • Description
  • Course Learning Objectives

Course Description

PECB Certified Lead Customer Satisfaction Manager

Lead Customer Satisfaction Manager training enables you to acquire the expertise to support and lead an organization and its team to successfully understand, monitor, measure and manage customer satisfaction based on ISO 10004. During this training course, you will also gain comprehensive knowledge of the best practices of Customer Satisfaction and be able to effectively apply them in an organization to meet and/or exceed customer expectations.

After mastering all the necessary concepts of Customer Satisfaction, you can sit for the exam and apply for a “PECB Certified Lead Customer Satisfaction Manager” credential. By holding a PECB Certificate, you will be able to demonstrate that you have the professional capabilities and competencies to effectively manage customer satisfaction in an organization.

Learning objectives

  • Acknowledge the correlation between ISO 10004 and other standards and regulatory frameworks
  • Master the concepts, approaches, methods and techniques used for Customer Satisfaction Management
  • Learn how to interpret the ISO 10004 principles and guidelines in the specific context of an organization
  • Acquire the expertise to support an organization to effectively manage and monitor Customer Satisfaction based on best practices

Who should attend?

  • Managers or consultants seeking to master their skills to support an organization during the implementation of a Customer Satisfaction Management framework based on ISO 10004
  • Professionals responsible for the effective management of customer satisfaction within an organization
  • Expert advisors seeking to gain comprehensive knowledge of the key principles, concepts, and methods of monitoring and measuring Customer Satisfaction
  • Customer Satisfaction Management team members

Course Learning Objectives

The “PECB Certified Lead Customer Satisfaction Manager” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:

  • Fundamental principles and concepts of Customer Satisfaction Management
  • Customer Satisfaction Management framework
  • Planning CSM based on ISO 10004
  • Managing CS based on ISO 10004
  • Performance evaluation, monitoring and measurement of a CSM based on ISO 10004
  • Continual improvement of CSM based on ISO 10004
  • Prepare for a CSM certification

Certification fees are included in the exam price

Training material containing over 450 pages of information and practical examples will be distributed

A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued

In case of exam failure, you can retake the exam within 12 months free of charge