Overview
The 5-day Lead Auditor training course aims to provide participants with the knowledge, and develop the skills and expertise necessary to:
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Audit a Quality Management System (QMS) based on ISO 9001:2015
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Ensure that the organization is competent in maintaining and continually improving its QMS
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Perform third party audits by applying widely recognized audit principles, procedures and techniques
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Proficiently plan and perform internal and external audits in compliance with ISO 19011 and the certification process according to ISO 17021.
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Manage audit teams and audit programmes, communicate with customers, resolve conflicts, etc.
Based on practical exercises, the participants will master the audit tools and techniques.
ISO 13485: 2016
Lead Auditor
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Empower Your Team with Industry-Leading Training Programs
Tailored corporate training for leadership, technical skills and professional development
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We serve corporate clients investing in peoples' knowledge, skills, and competencies, to improve business performance, enhance process, product and service quality, and achieve sustained growth and profitability.
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We understand the meaning of the business terms "Voice of the Customer" and what constitutes "value" from the customer's point of view.
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We also understand the difference between "value" and "waste" from the business and individual learner point of view.
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We care about the people, the knowledge enhancement of which is entrusted to us by their organisation or themselves.
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We focus on learning (not just on training, and issuing certificates) and providing post-training advice and support through workshops and consulting services.
Stratos Lazaridis
CEO The Marvel Academy
Corporate Training Solutions
Mob: +44 (0)749 114 7156
Contents
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Our guiding principles
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What we are committed to
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Customer service standards
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Customer complaints
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Customer feedback
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Customer Satisfaction Charter
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Our Guiding Principles
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Creating a pleasant training and learning environment through the professional delivery of our
services
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Striving to meet or exceed customer expectations
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Listening to our clients and learning from them
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Understanding our customer needs
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Committing to continuous improvement of our products, services, processes, and people
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Developing the skills and expertise our employees
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Pursuing excellence in management practices and customer service
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Being socially responsible and working responsibly.
Our Charter sets out our commitment and the standards of customer service we aim to provide.
We Are Committed to:
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Treating our customers fairly, with the confidentiality and respect they deserve
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Listening actively and carefully
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Keeping our customers informed about schedules, timescales, and deliverables concerning them
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Providing clear and accurate information
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Being professional and friendly to our clients
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Being courteous and helpful
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Being transparent and accountable
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Responding to enquiries and requests within agreed time-frames
- Apologising if we make a mistake
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Using innovation to improve our services
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Striving to continuously improving our service standards.
Customer Service Standards
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When receiving written communications, such as emails, we aim to:
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Respond by the end of the next working day
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Provide you with clear and helpful information that meet your needs
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We aim to:
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Confirm the training event by the end of the next working day, after acceptance of a quotation
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Send any pre-course training materials, if required for self-study before the course start, after
confirmation of payment for the course
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Send the delegates' workbook, and any other materials, if applicable, before the course start
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Focus on learning and understanding, vs. just preparing the delegates to pass the exam and get certified.
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During an event or training session we will ensure that any further requirements are responded to promptly.
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Following the event or training session we will ensure that:
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Client views and satisfaction are sought, either directly at the end of your event, or by the end of the next working day
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Any experience failing to meet a client’s expectations, is investigated and the findings reported back to the client.
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Customer Complaints
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Complaints on the following can be raised under the existing complaints procedure.
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Inappropriate behaviour of staff
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Harassment
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Discrimination, on the grounds of race, religion, gender, sexuality, disability, etc.
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We provide the following channels for feedback:
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Via e-mail to complaint@btcsltd.co.uk
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Via post, by writing a letter to “Business Training & Consulting Services Ltd, 159 Chiltern Court, Baker Street, London NW1 5SS” for the attention of (FAO): The Managing Director.
All complaints will be responded to within 2 working days from the day received.
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Customer Feedback
We always welcome and value client feedback.
If you have enjoyed a positive experience from a particular product, service, or member of our staff, or have any suggestions for further improvement of our services, we would like to hear from you.
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We provide the following channels for feedback:
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At the end of the classroom training course you attended, by filling “The BT&CS Feedback Form”
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Via e-mail: feedback@btcsltd.co.uk
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Via post, by writing a letter to “Business Training & Consulting Services Ltd, 159 Chiltern Court, Baker Street, London NW1 5SS”, FAO: The Managing Director.
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