A course to develop awareness and skills in applying customer satisfaction principles across all business areas, emphasizing it as a shared organizational responsibility.
This course is designed to build awareness, skills, and practical application of customer satisfaction principles across all business functions, emphasizing that customer satisfaction is a shared organizational responsibility.
Course Content
22 Lessons1 Free Lessons you can view
Lecture Schedule:
Learning Outcomes
Define customer satisfaction and explain it using the expectation–experience model.
Explain the business importance of customer satisfaction in relation to loyalty, retention, profitability, and brand reputation.
Identify key customer satisfaction elements across product, sales, service, time, location, and culture.
Differentiate between CSAT, NPS, and CES and identify when to use each metric.
Apply practical strategies (Feedback, Enablement, Experience, Benchmarking) to improve customer satisfaction in their roles.
Who should Enroll
Employees
Instructor
Mona El Attar
As a seasoned corporate trainer and customer service professional, I bring over 16 years of experience across various sectors and business sizes, having worked at Xceed Contact Center and Vodafone Egypt, as well as with SMEs and startups. My expertise lies in strategic customer service, customer success, and business etiquette. With a strong background in customer service content creation, I have successfully founded and managed both a training and consulting company called GURU and the Customer Service Hub in Cairo, Egypt. $ 16 Xceed Contact Center Vodafone Egypt . . GURU Customer Service Hub .