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Description

Customer Satisfaction: Measuring Perceived Quality, Defusing Tension and Building Loyalty

Handle a complaint in a way that retains the customer rather than simply closing the file

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

An unhappy customer does not always say what is really bothering them. They challenge a minor detail when the issue lies elsewhere, then raise their voice because they feel they are not being heard. Front-line teams answer the symptom, apply the procedure, and the case is closed on a dissatisfaction that is never reported anywhere.

This one-day programme connects satisfaction measurement with the handling of difficult situations. Participants learn to capture perceived quality, to conduct a tense conversation without either giving way or matching the customer's tone, and then to propose an acceptable solution. They leave with tested wording and a method for escalating the reasons behind dissatisfaction.

Learning objectives

  • Identify customer expectations and the gaps with the service actually delivered
  • Select satisfaction indicators suited to your activity
  • Conduct a conversation with a dissatisfied customer without entering into conflict
  • Reframe an aggressive request to return to the real problem
  • Propose an acceptable solution while holding the boundaries set by the company
  • Escalate the reasons for dissatisfaction to the departments concerned

What makes this programme different

Difficult calls brought by participants provide the material for the role-play exercises
A repertoire of de-escalation wording is built and tested during the session
A complaint is followed through to escalation to the department that caused the problem

Programme

1What the Customer Really Expects

Measure before acting

  • Implicit and explicit expectations and the notion of perceived quality
  • Touchpoints and the moments that matter along the journey
  • Satisfaction indicators and the limitations of each
  • Making use of verbatim comments and reviews received

2Handling a Difficult Situation

Preserving the relationship when tempers rise

  • Escalation mechanisms and triggers to avoid
  • Active listening
  • reframing and questioning
  • Responding to verbal aggression and to personal criticism
  • Announcing a refusal or a limit without breaking the relationship
  • Managing your own emotional load after the exchange

3From Complaint to Improvement

Putting dissatisfaction to work

  • Finding an acceptable solution and the use of goodwill gestures
  • Follow-up commitments and keeping the promise made
  • Complaint traceability and categorisation of causes
  • Passing information to the departments concerned and closing the loop with the customer

Who is it for

Customer service advisers · after-sales officers · sales support staff and team leaders in contact with customers.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.