Lead Customer Satisfaction Manager

Why should you attend?

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.

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

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

Educational approach 

  • This training includes the theoretical and practical aspects of Customer Satisfaction Management (CSM)
  • Lecture sessions are illustrated with case study examples
  • Practical exercises are based on a case study and are followed by group discussions
  • Practice tests are similar to the Certification Exam

Prerequisites

A fundamental understanding of ISO 10004 and comprehensive knowledge of Customer Satisfaction Management. 


More Details

  • Day 1: Introduction to ISO 10004 and quality management guidelines for monitoring and measuring Customer Satisfaction  

    Day 2: Plan Customer Satisfaction Management

    Day 3: Manage Customer Satisfaction

    Day 4: CSM maintenance, continuous improvement and preparation for a certification

    Day 5: Certification Exam

  • 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:

    Domain 1: Fundamental principles and concepts of Customer Satisfaction Management

    Domain 2: Customer Satisfaction Management framework

    Domain 3: Planning CSM based on ISO 10004

    Domain 4: Managing CS based on ISO 10004

    Domain 5: Performance evaluation, monitoring and measurement of a CSM based on ISO 10004

    Domain 6: Continual improvement of CSM based on ISO 10004

    Domain 7: Prepare for a CSM certification 

    For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.

  • After successfully completing the exam, you can apply for the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credential. For more information about Customer Satisfaction certifications and the PECB certification process, please refer to the Certification Rules and Policies.

    The requirements for PECB Manager Certifications are:

    Credential Exam Professional experience CSMMS project experience Other requirements
    PECB Certified Provisional Customer Satisfaction Manager PECB Certified Lead Customer Satisfaction Manager Exam or equivalent None None Signing the PECB Code of Ethics
    PECB Certified Customer Satisfaction Manager PECB Certified Lead Customer Satisfaction Manager Exam or equivalent Two years: One year of work experience in Customer Satisfaction Management Customer Satisfaction Management activities: a total of 200 hours Signing the PECB Code of Ethics
    PECB Certified Lead Customer Satisfaction Manager PECB Certified Lead Customer Satisfaction Manager Exam or equivalent Five years: Two years of work experience in Customer Satisfaction Management Customer Satisfaction Management activities: a total of 300 hours Signing the PECB Code of Ethics
    PECB Certified Senior Lead Customer Satisfaction Manager PECB Certified Lead Customer Satisfaction Manager Exam or equivalent Ten years: Seven years of work experience in Customer Satisfaction Management Customer Satisfaction Management activities: a total of 1,000 hours Signing the PECB Code of Ethics

    To be considered valid, the CSM activities should follow best implementation and management practices and include the following:

    1. Defining the methods for managing customer satisfaction
    2. Identifying the customers’ characteristics, needs and expectations
    3. Evaluating customers’ feedback
    4. Monitoring customer satisfaction
    5. Measuring customer satisfaction
    6. Performing an analysis of customer satisfaction indicators
    7. Assessing the effectiveness of the actions taken to improve customer satisfaction
    • 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

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