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        Dima Abou Moussa | QPULSE CEO Jan 24, 2022

ISO standards meet business etiquette

Many people often wonder about the difference between ISO 9001 and ISO 22000, the benefits of implementing such standards, as well as their influence on business growth. Let’s briefly and simply explain these two systems:

ISO 22000 is a Food Safety Management System that ensures products conform to legal and ISO requirements, while ISO 9001 is a Quality Management System that aims to meet customer requirements.

To better understand the importance of meeting customer needs, let’s consider the example of a customer going to a restaurant for lunch. The customer’s stated needs are good food, accurate, and timely service. However, there are also implied needs that are equally important, such as cleanliness, ambiance, background music, servers’ friendliness and promptness, and going the extra mile to make their meal enjoyable. These factors are the cornerstones of the restaurant dining experience.

Studies have shown that in a fine dining restaurant, the high level of service quality plays a pivotal role in customers’ expectations and is one of the main factors that contribute to customer satisfaction. When customers perceive good service, they are more likely to share their positive experience with nine to ten other people.

In today’s competitive business landscape, customers expect to be delighted, not just satisfied. The question arises: Can ISO systems meet the rising expectations of customers? Can your company keep up with their soaring demands? The answer lies in differentiation from the competition.

An excellent method to satisfy customers’ increasing need for excellence is by combining ISO principles with the implementation of Business Etiquette.
Business etiquette standards were developed after thoroughly studying best practices in fields such as hygiene, communication skills, body language, psychology, sociology, and culture. According to numerous studies, clients are more likely to appreciate and buy from individuals who exhibit good manners.

Etiquette allows a company to foster good relations with customers and enhance its image. When customers feel appreciated and valued, they are more likely to repeat and increase their business with you.

Your employees are a reflection of your company’s image. Are your drivers courteous and professional? Are your salespeople knowledgeable and punctual? Do your phone operators exhibit respect and adhere to phone etiquette rules? Does the waiter have an elegant approach when upselling and apply hospitality etiquette? How did your employee handle a difficult customer?

In a restaurant, hotel, mall, or shop, various factors (some of them unconsciously perceived by the customer) contribute to the right feelings and invite the client to come back frequently to experience the positive vibes associated with that place.

The good news is that there are proven sets of norms that can boost customer loyalty. These include validated scripts for handling complaints, guidelines for phone calls, emails, meetings, customer service, upselling, collection, and effectively handling angry customers. Quality professionals must no longer rely solely on ISO standards if they wish to be at the forefront of helping organizations exceed customer expectations.

By applying both ISO standards and business etiquette, companies can exceed customer expectations and provide added value. This, in turn, leads to loyal customers and business growth. By combining standardized systems with a focus on customer service excellence, companies can differentiate themselves from competitors and thrive in today’s demanding marketplace.


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