course | Customer Happiness satisfaction, loyalty and complain management
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SMCS-163 | Customer Happiness satisfaction, loyalty and complain management
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-09-22 | 2025-09-26 | Dubai | $4,250 | Book now |
| 5 Days | 2025-05-12 | 2025-05-16 | Vienna | $4,950 | Book now |
| 5 Days | 2025-12-15 | 2025-12-19 | Abu Dhabi | $4,250 | Book now |
Course Introduction
Many businesses focus on reaching out to new customers. While it is essential, the most crucial component for long-term success is keeping customers happy. Happy customers are the ones who are loyal to your business for a long time to come. Organizations should not assume they know what the customer wants. Instead, they can use tools where they can gain detailed insights as to what their customers want and better tailor their services or products to meet or exceed customer expectations.
customer happiness
This training course is designed to provide participants with the relevant concepts, strategies and techniques in managing customer happiness, meeting their expectations and measuring satisfaction and loyalty. This course will delve into various topics such as skills needed to deliver excellent service, developing customer experience, importance of customers, customer experience strategies and innovations.
Course objective
At the end of the training course, participants will be able to
- Gain a comprehensive understanding of the importance of customers, customer satisfaction and loyalty, and managing customers’ expectations.
- Learn the importance of service language in communicating with stakeholders
- Identify the techniques and practices of managing customer expectations
- Discover ways to provide efficient and effective services to increase customer happiness
- Recognize early signs of unsatisfied customers and how to react effectively
- Learn how innovation and creativity leads to customer happiness
- Design an effective Customer Experience Program
Course Outline | 01 Day one
Introduction to Customer Happiness
- Key definitions
- Customer happiness, retention, loyalty and satisfaction
- Levels of loyalty
- Customer satisfaction and loyalty
- Who are your customers and the importance of customers?
- Customer happiness vs customer service
- Importance of internal and external customers
- How to think in a customer-centric way
- Basic Quality concepts
- What is it that Customers want?
Customer loyalty and loyalty schemes
- How to foster loyalty
- The 6 Ps of customer loyalty
- The two-tier approach
- The laws of customer loyalty
- Measuring loyalty
Course Outline | 02 Day Two
Managing Customer Expectations
- Setting customer expectations
- Changing internal perceptions
- Getting closer to customers, understanding value
- Understanding customer needs and expectations
- Commitment starts at the top of the organization
- Signs of unsatisfied customers and how to deal with the issue
Strategies on Managing Customer Expectations
- Exceeding customer expectations every time
- Determining how to exceed expectations
- It’s the little things that matter – increased satisfaction at minimal cost
- Asking for feedback on performance
- Ongoing evaluation of effectiveness to ensure satisfaction
- Maximize the value you deliver
- Understanding different customer styles
Course Outline | 03 Day Three
Skills to Deliver Excellent Customer Service
- Service Language – communicating with our customers
- Identify Listening Styles for you and your customer
- Building Rapport
- Influencing skills
- Persuasion techniques
- Dealing with Difficult Customers
- Understanding Customer Behaviours
- Understanding where Anger comes from
- Developing Emotional Intelligence
Customer Experience
- Constructs of customer experience: cognitive, affective, behavioural
- Types of customer experience
- Customer experience index
- Customer experience as part of customer centricity
- Designing customer experience
Course Outline | 04 Day Four
Customer Experience Strategy
- Understanding your customers
- Developing customer vision
- Developing customer feedback channels
- Developing emotional association with customers
- Differentiating between customer service and customer experience
- Use of analytics: Net promoter score
Course Outline | 05 Day Five
Role of Innovation in Customer Experience
- Use of customer experience software
- Marketing automation
- Value co-creation
- Innovation in customer loyalty programs
- Tools and technologies: web analytics, A/B testing etc.
Effective Complaint Management
- Well-Defined Customer Complaint Policy
- Standardized Complaints Management Process
- Assigning Responsibilities
- Training and Development: Training and development needs should be carefully analyzed and evaluated to ensure that the complaints management team responds to customer feedback, complaints, and queries with the most suitable and relevant solution.
- Tracking and Reporting: analysis and review process to understand whether the processes you have established are working well.
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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