Customer Experience and Satisfaction Management

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Customer Experience and Satisfaction Management


Gain customer service mastery to delight every customer

How to win new clients, improve your existing projects, and save accounts that are about to leave.

1 day, 6 hrs

What you will learn?

  • Understand exactly why clients behave the way they do
  • Better meet client needs, expectations, and values
  • Navigate complex approval chains to get any project out of limbo
  • React to any client situation in way that achieves your goals
  • Sell new projects, retain existing clients, and even win back work that was lost

Who should take this course?

  • This course is perfect for agency employees/owners, freelancers, and consultants
  • Anyone who wants to build better client relationships
  • Anyone who wants to spend less time on admin and more time on the work they love
  • Anyone who has ever lost a client and wondered if they could have saved them
  • Anyone who wants a fresh perspective on what it is like to be a client


Just a willingness to learn new ideas in customer experience and satisfaction management. No previous experience is required. Whether you are a new employee, or you have been running one for years I will show you something new.


  • Introduction to customer experience
  • How to delight customers (mentality and strategy)
  • Customer types: What they want
  • Customer journey: From customer to buyer to loyal customer
  • Personas and customer behavior
  • Analyzing and reporting customer expectations
  • Managing and prioritizing feedbacks
  • Problem solving, forwarding, and escalating
  • Persuasion, understanding, negotiation, and reconciliation
  • Creating positive customer expectations
  • Brand image and reputation
  • Sales-marketing coordination
  • The course is in english.
  • Our online trainings are done remotely in a live classroom via the Zoom application.
  • Our classes are limited to 15 people so the trainings become more effective.
  • We recommend that you attend our trainings in an enlightened and silent environment.
  • At the end of the training, digital certificate is sent by e-mail.
  • For special or incentive groups please visit our “Corporate Education Solutions” page.

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Customer Experience and Satisfaction Management