Customer Satisfaction Management Training

Customer Satisfaction is the most important priority for any organization.  The customer is the focal point of all the activities of the organization.  

It is, therefore,  vital that the customers are satisfied and happy about the product or services they are receiving.  Highly satisfied customers translate into more business, increased share in the market, more revenue and employees with high morale and satisfaction. 

This course is focused on employees in an organization who directly and indirectly interact with the customers.  The participants will be trained on the need and importance of customer satisfaction.  Participants will understand the different types of customers and the ways of approaching them and catering to their different needs and temperaments.

Duration: 2 days
Mode: Classroom / Online





Benefits to the organization


This course helps employees to improve their focus on the customers.  It teaches methods to preemptively anticipate the customers needs and develop solutions.  Improved customer satisfaction directly translates into customer loyalty and improved business.

Course Objectives


By the end of this 2-day training, participants will be able to:

  • Map satisfaction metrics to strategic goals like retention, referral, and lifetime value

  • Embed customer-centricity into team culture, systems, and leadership practices

  • Resolve complaints with high empathy and strategic recovery frameworks

  • Use customer feedback to drive innovation, process excellence, and upselling

  • Manage expectations during high-impact interactions across channels

  • Align internal collaboration and accountability with service delivery excellence

  • Conduct audits, design action plans, and embed satisfaction KPIs into growth tracking

  • Build a long-term customer loyalty roadmap for team execution and strategic visibility

 

Course Contents


Day 1 – Core Principles & Tactical Execution
  • Module 1: Strategic Role of Customer Satisfaction
Satisfaction as a Business Growth Lever
Retention Economics & Lifetime Value
Aligning KPIs with Strategic Objectives
Voice of Customer in Executive Decision-Making

  • Module 2: Customer Expectation Mastery
Mapping Moments of Truth Across Touchpoints
Customer Personas & Value Drivers
Expectation Gaps and Industry Standards
Behavioral Analytics and Sentiment Cues

  • Module 3: Designing Delightful Experiences
Elements of Service Excellence
Empathy in Experience Engineering
Proactive vs. Reactive CX Interventions
Brand Differentiators Through CX

  • Module 4: Complaint Handling & Recovery
Common Service Failures & Root Causes
Recovery Models (LEARN, HEART, LAST)
Empathy + Strategy in Conflict Situations
Rebuilding Trust Post-Escalation

  • Module 5: Measurement and Feedback Systems
CSAT, NPS, CES – When & How to Use Each
Designing Feedback Loops
Translating Feedback into Service Action
Real-Time Monitoring Tools

  • Module 6: Internal Alignment & Culture
Satisfaction Ownership Across Functions
Accountability in Customer-Facing Processes
Cultural Enablers of Client-Centricity
Cross-Team Case Simulation

  • Module 7: Channel-Specific Execution
Digital vs. In-Person Interaction Excellence
Email, Phone, and Social Media Etiquette
Omnichannel CX Consistency
Escalation Pathways per Channel

  • Module 8: CX Audit & Action Planning
Conducting a CX Audit for Team or Unit
Synthesizing Audit Insights for Strategy
CX Roadmap Planning Framework
Team-Level Action Plans

Day 2 – Strategic Integration & Leadership Execution
  • Module 9: Strategic Listening & Customer Insight
Deep Listening Practices for Executives
Connecting Feedback to Innovation & Service Design
Journey Mapping for Insight Discovery
Trendspotting from Complaints & Praise

  • Module 10: Service Differentiation & Competitive Advantage
Positioning Satisfaction as a Brand Asset
Crafting Competitive Touchpoints
Mapping Satisfaction to Loyalty & Market Share
CX as a Retention Moat

  • Module 11: Crisis & Escalation Management
Conflict De-escalation in High-Stakes CX
Escalation Protocols and Brand Reputation
Communication in Crisis Touchpoints
Stakeholder Management during Complaints

  • Module 12: Emotional Intelligence in CX Leadership
EI Components Relevant to Service Excellence
Managing Emotional Triggers During Service Failures
EI-Driven Team Coaching for CX Culture
Leading Empathy-Led Recoveries

  • Module 13: Cross-Functional Collaboration for CX
Breaking Silos to Elevate CX Delivery
Process Mapping for Seamless Execution
Internal SLAs and Customer-Centric KPIs
CX Collaboration Labs

  • Module 14: Measuring ROI of Satisfaction Strategy
Linking CX to Growth KPIs
Building Executive Dashboards
Measuring Uplift from CX Interventions
Reporting CX Impact to Stakeholders

  • Module 15: Systems & Tech Enablers
CRM & Feedback Integration
AI, Bots, and Self-Service Tools
Predictive Satisfaction Analytics
Operationalizing CX via Tech Systems

  • Module 16: Strategic Roadmap & Culture Embedding
Crafting a 12-Month CX Strategy
Team Accountability and Review Cadence
Creating a Culture of Ongoing Satisfaction
Leadership Messaging for Sustained Impact






Why choose us

At the Institute of Corporate Analytics and Training, we have trained over 5000 professionals on a wide range of corporate and management trainings from many organizations and companies, from diverse domains,  around the world.  We have a team of highly motivated and experienced team of trainers.  Our trainings are designed to blend theoretical concepts with field experience.  The concepts and techniques you will learn will be illustrated with case studies from the field, role plays and simulations. 

Rest assured that at the end of the training programs, you will emerge confident and energized armed with skills and knowledge as well as the techniques of applying them.

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