Continuous Professional Education

Audit Process: Improve Customer Experience

Customer experience inspires loyalty in business as well as in auditing. This training module teaches the skills of effective interactions with audit participants via emails, phone calls, and meetings. It suggests solutions to common communication problems. All tips, techniques, examples, and templates revolve around users being able to exchange meaningful information with minimal time and effort.

Who Should Attend:

Certified Auditors of Management Systems

Module CA 3: Audit Process: Managing Customer Experience

Course Objectives

After completing this course, participants will be able to perform the following actions:

Move the auditee’s attitude from “passing the audit” to “enjoying all aspects of the process”

Align with the highest standards of professional practices

Leverage customer information to enhance customer experience

Course Content

Course Outline	Key points of discussion
Customer experience essentials	Elements of customer experience during the audit Understanding and respecting the customers’ needs Customer experience: self-checking tool
Standards of practices	Visibility Accountability Accessibility Responsiveness Objectivity Confidentiality
Communication scenarios	Communication goals Thirty seconds commercial to introduce yourself Meetings Emails Phone conversations Common communication problems Communication with customers: self-checking tool
Wow factors	How to leverage customer information Formula of customer excellence Case studies

Course Format & Features

This module has four sections. Each section includes an hour lecture and a home assignment that will take approximately one hour. Completed assignment will be emailed to the instructor for review and evaluation at the end of each section. Participants can choose an appropriate time to start the training.

Course Fee

Audit Process: Improve Customer Experience

USD $250.00

System Requirements

Microsoft Windows XP or Macintosh OS X 10.3 or newer

Microsoft Internet Explorer 7.0 or Mozilla FireFox 3.0 or newer

Adobe Flash Player 8 or newer

Adobe Acrobat Reader 7.0 or newer

Pop-up blockers must be disabled

JavaScript must be enabled on the browser Recommendations

High-speed Internet (there are some large documents available for download)

Screen resolution must be set to 1024 x 768 or 800 x 600

Customer Satisfaction

If you're unhappy with course content or delivery for any reason, simply email us for a fast, full refund. No questions asked. We give a 100% no risk money-back guarantee for 30 days after you begin the course*. Please contact our Sales department to obtain your refund.

* - see our Refund Policy for full details.