Customer Relationship Management: Measuring and Managing Customer Satisfaction

An Interactive 5-Day Training Course

Customer Relationship Management:
Measuring and Managing Customer Satisfaction

Creating Value through Customer-Centric Strategies and ISO 9001 Excellence

NASBA

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Introduction

This Customer Relationship Management: Measuring and Managing Customer Satisfaction training course is designed to equip professionals with the tools and insights needed to transform customer interactions into lasting relationships. In today’s hyper-connected, always-on digital world, traditional customer service is no longer enough. Organisations must deliver exceptional customer experiences and measure satisfaction to stay competitive and relevant.

This GLOMACS training course combines strategic relationship management with ISO 9001 quality standards to help participants build customer-centric cultures, improve service delivery, and create sustainable value. Delegates will explore behavioural economics, customer profiling, communication strategies, and quality management principles to enhance customer satisfaction and loyalty.

This training course will highlight:

• How to build world-class customer experiences
• The strategic importance of customer satisfaction measurement
• Tools for profiling and segmenting customers effectively
• ISO 9001 principles for quality and service excellence
• Techniques for handling complaints and service recovery

Objectives

At the end of this training course, you will learn to:

• Understand customer value and satisfaction drivers
• Develop customer-centric communication strategies
• Analyse customer behaviour and segmentation
• Apply ISO 9001 principles to service quality
• Design actionable customer service improvement plans

Training Methodology

This training course uses a blend of interactive lectures, group discussions, case studies, and practical exercises. Participants will engage in real-world scenarios to apply concepts and tools, ensuring a hands-on learning experience that promotes retention and practical application.

Organisational Impact

The Organisation will have the following benefits:

• Enhanced customer retention and loyalty
• Improved service quality and consistency
• Stronger brand reputation and differentiation
• Alignment with ISO 9001 standards
• Increased employee engagement in customer service
• Better stakeholder relationships

Personal Impact

At the end of this training course, the participants will gain the following:

• Improved customer communication skills
• Enhanced problem-solving and conflict resolution
• Greater understanding of customer psychology
• Ability to measure and improve satisfaction
• Career advancement through quality management skills
• Confidence in applying ISO 9001 principles

Who should Attend?

This GLOMACS Customer Relationship Management: Measuring and Managing Customer Satisfaction training course is suitable to a wide range of professionals but will greatly benefit:

• Customer service professionals seeking strategic insights
• Quality assurance managers aiming to align with ISO standards
• Marketing and brand managers focused on customer experience
• Supervisors and team leaders managing service teams
• Professionals involved in customer engagement and retention

Course Outline
Day 1

Understanding Customer Value and Experience

  • Defining quality and customer value
  • Behavioural economics in customer decisions
  • Emotional drivers of customer behaviour
  • The irrational purchaser and decision-making
  • Customer expectations and experience mapping
  • The “Values Iceberg” model
  • Active listening and questioning techniques
  • Identifying communication barriers     
Day 2

Tools for Value Creation and ISO Principles

  • Forensic questioning and survey design
  • Communicating value across channels
  • ISO 9001 principles and structure
  • Total Quality Management (TQM) overview
  • Deming’s 14 Points and ISO 9001 integration
  • Traditional vs. modern management approaches
  • Case studies on ISO-driven service excellence
  • Creating employee buy-in for quality systems 
Day 3

Customer Profiling and Satisfaction Measurement

  • Market segmentation and customer personae
  • Account classification and lifetime value
  • Measuring customer satisfaction
  • Designing satisfaction surveys
  • Empowering employees for better service
  • Going beyond expectations
  • Attitude and service excellence
  • Monitoring and analysing feedback 
Day 4

Service Recovery and Conflict Resolution

  • Encouraging and managing customer complaints
  • Social media’s impact on service recovery
  • Conflict resolution and emotional management
  • Strategies for calming upset customers
  • Handling difficult situations professionally
  • Persuasive dialogue and value propositions
  • Building brand credibility through recovery
  • Supervisor’s role in service excellence 
Day 5

Strategic Planning and Continuous Improvement

  • Competitor and situational analysis
  • Customer research and feedback tools
  • Plan-Do-Check-Act methodology
  • Internal audit processes and SMART goals
  • Developing a sustainable service plan
  • ISO 9001 action planning
  • Tools and checklists for long-term success
  • Summary and course wrap-up 
Certificates
  • On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates.
  • Continuing Professional Education credits (CPE): In accordance with the standards of the National Registry of CPE Sponsors, one CPE credit is granted per 50 minutes of attendance.
Providers

Endorsed Education Provider

NASBA
Options & Brochure
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Customer Service
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Frequently Asked Question
For detailed information about specific courses, including course content, schedules, and instructors, you can visit our website or contact our customer service team. They will be happy to provide all the information you need to make an informed decision.
Our courses are structured to provide a balanced mix of theory and practical application. They typically include presentations, case studies, group discussions,on activities, and interactive Q&A sessions to maximize learning outcomes.

Yes, upon successful completion of any of our training courses, GLOMACS Certificate will be awarded to the delegates. This certificate is a valuable addition to your professional portfolio and is recognized across various industries.

Yes, GLOMACS provides customized training solutions tailored to meet the specific needs of organizations. We work closely with companies to design bespoke training courses that address their unique challenges and objectives.
You can register for a GLOMACS training course by visiting our website, selecting the course of your choice, and following the simple registration process. You can also contact our support team for assistance with the registration process.
GLOMACS offers both online andperson training options. You can choose from interactive virtual sessions or attend one of our globally locatedperson training courses. The flexibility ensures that learning fits your schedule and preferences.
Attending a GLOMACS training course offers numerous benefits, including enhanced professional skills, increased employability,recognized certification, networking opportunities with peers and experts, and the chance to apply practical knowledge directly to your workplace.
GLOMACS is a globally recognized leader in professional training and development, with a reputation for deliveringquality,driven training courses. We offer a broad spectrum of training courses taught by expert trainers, flexible delivery options (both online andperson), and accredited certifications that add real value to your career.
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Customer Service

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