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Capability Library


Managing and implementing quality management in customer satisfaction

Managing and implementing quality management in customer satisfaction

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This capability involves managing and implementing strategies, processes, and systems to ensure that products or services meet or exceed customer expectations and satisfaction levels.

Beginner competence definition

A beginner-level employee understands the importance of customer satisfaction and the impact it has on the success of a business. They can assist in collecting customer feedback, identifying areas of improvement, and implementing basic customer satisfaction improvement strategies, such as addressing customer complaints promptly and improving communication with customers.

Intermediate competence definition

Intermediate-level employees are able to develop and implement comprehensive customer satisfaction programs that include regular customer feedback collection, analysis of customer data, and implementation of improvement initiatives. They have knowledge of customer satisfaction metrics and tools and are able to use them to measure the success of the program.

Advanced competence definition

Advanced employees have extensive experience in managing and implementing customer satisfaction programs. They are able to design and implement complex strategies that use data analytics and insights to improve customer satisfaction. They can lead teams of professionals and have a deep understanding of customer behavior, trends, and expectations. They are also able to develop and maintain strong relationships with customers, stakeholders, and partners.


Managing and implementing quality management in improvement


Managing and implementing quality management in human resources

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