Customer relationship management and satisfaction
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About
Detailed Presentation
Customer relationship management is now a vital strategic lever for any organisation seeking to stand out, build long-term loyalty, and strengthen overall performance. This training provides a structured and comprehensive understanding of every stage that shapes a successful customer experience: from active listening and expectation management to communication, satisfaction, loyalty building, and anticipating future needs. Through a progressive learning pathway, you will explore how to interpret expressed, implied, and latent needs, manage customer expectations, communicate with clarity and professionalism, and transform complaints into opportunities for improvement. You will also learn how to personalise the customer experience, identify key clients, anticipate future expectations, and create memorable moments that reinforce trust and attachment to your brand. With practical methods, hands-on exercises, and tools that can be applied immediately in professional settings, this training will help you improve the quality of your interactions, increase customer satisfaction, and contribute to a service-oriented culture of excellence.
Overview
What this course covers
Customer relationship management and satisfaction is an online UpSkills course in Professional Communication & Interpersonal Skills, organised into 11 modules, 11 lessons and 2h 8m of content. Each sequence pairs theory with hands-on practice so that what you learn transfers directly to a real professional setting.
By the end of this programme you will be able to understand the fundamentals of customer relationship management, master active listening and needs analysis, manage expectations and strengthen trust and communicate effectively and professionally. These skills are built up gradually across the course, consolidating the fundamentals before moving on to more advanced material.
The learning path opens with “Introduction to customer relations” and closes with “Customer Relationship Management”, taking in “Listening and understanding needs”, “Managing client expectations and promises” and “Effective communication with the client” along the way. The sequence is designed so each module builds on the one before it.
This course is aimed at learners at beginner level looking to build their skills in Professional Communication & Interpersonal Skills. It suits both individual upskilling and a company-led development plan, and needs no special software or equipment to follow.
The programme is led by Nawal EL FARJI, who brings 22 years of experience in the field; you learn at your own pace, with no fixed schedule, from desktop, tablet or mobile; an UpSkills certificate is issued once you complete the course.
What you'll learn
Key Objectives
Understand the fundamentals of customer relationship management
Master active listening and needs analysis
Manage expectations and strengthen trust
Communicate effectively and professionally
Monitor, measure, and improve customer satisfaction
Build loyalty and create a memorable customer experience
Program
10 module(s)
MODULE 1
Introduction to customer relations
1 elementCapsule 1
13 minMODULE 2
Listening and understanding needs
1 elementCapsule 2
13 minMODULE 3
Managing client expectations and promises
1 elementCapsule 3
11 minMODULE 4
Effective communication with the client
1 elementCapsule 4
14 minMODULE 5
Customer satisfaction – concepts and challenges
1 elementCapsule 5
11 minMODULE 6
Satisfaction measurement and indicators
1 elementCapsule 6
15 minMODULE 7
Managing customer complaints
1 elementCapsule 7
13 minMODULE 8
Customer retention and loyalty programmes
1 elementCapsule 8
13 minMODULE 9
Personalising the customer experience
1 elementCapsule 9
11 minMODULE 10
Proactive key account management
1 elementCapsule 10
14 minMODULE 11
Customer Relationship Management
1 elementQCM
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- First capsule free, available right away
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Requirements
Before you start
This training is open to any professional wishing to develop or strengthen their skills in customer relations, including:
Customer service agents, sales representatives, advisers, and front-office staff
Employees in direct or indirect contact with clients
After-sales teams, support teams, and back-office staff
Managers or supervisors aiming to foster a customer-centric culture
No technical prerequisites are required. A willingness to improve listening skills, communication, and service orientation is recommended.