Course Details

This course is appropriate for a wide range of professionals but not limited to:

• Customer Service Professionals
• Sales and Marketing Teams
• Quality and Operations Managers
• Business Development Executives
• Client Relationship Managers
• Call Center Representatives
• Anyone interacting with customers or responsible for customer experience

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants will be able to:

• Understand the importance of customer satisfaction in business success and loyalty.
• Adopt a customer-centric mindset in all roles and departments.
• Apply emotional intelligence to enhance customer interactions.
• Identify key drivers and barriers to customer satisfaction.
• Use industry-standard tools and KPIs to measure satisfaction (e.g., CSAT, NPS, CES).
• Design and implement effective customer satisfaction surveys and feedback loops.
• Analyze and act on customer feedback to drive continuous improvement.

DAY 1

The Customer Satisfaction Mindset

• Welcome and introduction
• Pre-test
• Introduction to customer satisfaction and its business value
• The evolution from customer service to customer experience (CX)
• Understanding customer expectations and perceptions
• Internal vs. external customers
• Case studies
• Self-assessment

DAY 2

Shaping Customer-Centric Behaviors

• Building a customer-first culture in every role
• Emotional Intelligence (EQ) in customer interactions
• Active listening and empathy skills
• Language and tone: What customers hear vs. what you say
• Handling complaints constructively
• Role-play

DAY 3

Measuring Customer Satisfaction

• Why and how to measure customer satisfaction
• Key metrics explained:

• CSAT (Customer Satisfaction Score)
• NPS (Net Promoter Score)
• CES (Customer Effort Score)

• Designing effective satisfaction surveys
• Data collection methods (online, phone, face-to-face, embedded surveys)
• Common pitfalls in measurement

DAY 4

Interpreting and Using Customer Feedback

• Analyzing survey results and satisfaction data
• Root cause analysis for dissatisfaction
• Using voice of customer (VoC) tools
• Feedback loops and closing the loop with customers
• Dashboards and reporting for different stakeholders
• Workshop

DAY 5

Driving Improvement & Embedding Satisfaction Culture

• Turning feedback into action: Continuous improvement cycle
• Building accountability and ownership
• Aligning satisfaction goals with business KPIs
• Success stories and benchmarking
• Group activity: Developing a Customer Satisfaction Action Plan
• Post-test
• Certificate ceremony