Measuring, Monitoring and Improving Customer Experience

Measuring, Monitoring and Improving Customer Experience In-House Training Course

Course overview

Course overview

This sentence’s wording is a bit confusing. Maybe “Customers always expect high-quality products and services, but businesses and customers may not always agree on exactly what that entails Due to countless types of products, price categories, national expectations and other elements, it may be challenging to monitor and measure if and how customer requirements are met. However, this does not free an entity from meeting client expectations; just the opposite – it must always be the highest priority.

The financial and other benefits of improving the consumer experience are so significant that client experience measurement has become a special area of expertise. The results of customer experience measurement form key indicators for defining and improving service quality and setting the next steps. This Atton Institute course focuses on data which reveals how to delight customers by enhancing the overall Client Experience using the best available tools. These tools and data provide course participants with the best ideas on how to deliver service and CX which are absolutely unique!

Grasp the ABCs of CX in the modern business world and take a look at how to further extend your professional skills:

  • Learn key principles of perfect CX and how to apply it in your company
  • Understand the needs and expectations of your customers
  • Structure a plan and process flow around consumer centricity principles
  • Benchmark your entity and recognize where to start with the changes
  • Explore the key CX data that you need to permanently measure and monitor
Who Should Attend

Who Should Attend

  • Marketing Professionals
  • Service Quality Managers
  • Middle and Top Management
  • Operation Managers
  • HR Managers
  • Sales Specialists
  • Brand Managers
  • Analysts
  • Customer Experience (CX) Managers
  • All professionals who are responsible for any part of Customer Experience Journey
  • Anyone who wants to improve the Customer Experience in his/her organization
What will you gain

What will you gain

In this course, which is particularly dedicated to CX monitoring, you will study and obtain professional skills in how to:

  • Develop a customer-centric culture based on clients’ expectations
  • Explore your present CX standing through benchmarking with other organisations
  • Utilize skills which are exceedingly valuable for career and professional growth
  • Outline strategy for bringing together customer expectations and customer experience
  • Apply market research methods to measure the effectiveness of the customer experience
  • Develop a corporate culture of prioritizing and safeguarding customer loyalty and retention
  • Use customer service to monitor expectations on product or service delivered
  • Measure and monitor team competence to deliver superior customer service
  • Enhance with the skills obtained in this course the overall CX level in your company
  • Design and apply customer feedback systems, including survey questionnaires
  • Execute effective action plan to improve ROI and customer loyalty
Course Content

Key facts


Course code:


3 days


Course category:


Admission requirements:




Certificate upon successful completion

Course schedule sample one day

08:30 AM  -  10:00 AM  -  First Training Session
10:00 AM  -  10:15 AM  -  Coffee Break
10:15 AM  -  12:00 PM  -  Second Training Session
12:00 PM  -  12:15 PM  -  Coffee Break
12:15 PM  -  02:00 PM  -  Third Training Session
02:00 PM  -  03:00 PM  -  Lunch and Networking
Fees & whats included

Fees & what is included

For the group bookings and special discounts please contact

Admissions Director – Vlad Podolyak

+971 52 684 7088

Vlad Podolyak
  • For early registrations special prices apply as outlined above.
  • All fees are exclusive of VAT. Tax Registration Number : 100312636200003.
  • Companies - register 2 participants for the same course and date and get one place free.
  • Only one type of discount can be applied to the same course & date registration.
  • For larger corporate clients there are special packages. Contact us for details.

At Atton Institute we do our best to ensure that all our courses and trainings are provided with the highest industry standards, are time efficient and praxis related, and bring the best education results. Our courses have the most up-to date info and secure the excellent course fee to value ratio quality.

Course Fee Includes

  • Extensive Workbook with Course Materials
  • Handouts and other Supporting Materials
  • Practical Examples and Various Case Studies
  • Quick Reference/Top Tips Guide
  • Professional & Experienced Instructor
  • Accelerated and Intensive Learning Techniques
  • Relationship Building within Course
  • Post Course Action Plan
  • Index of Additional Suggested Materials
  • Course Completion Certificate
Free Valet Parking
Coffee Breaks
Free WIFI access

Course certificate

Image for: Atton Institute Certificate
Course Content

Course content

  • Who are your Customers?
    • Internal Customers
    • External Customers
    • Exposing the reasons and consequences why customers' behaviour is changing
  • Developing a Top-Down Customer-Centric Culture
    • Creating Service Vision and Mission- Steps for Implementing a Customer-centric Service Model
    • Examples of World-class Customer Service Organisations
    • The customer experience maturity model
    • Short Overview of How to Create a Service Strategy – Define, Analyze, Approval, Charter
    • Identify barriers to customer centricity
    • Prioritize Your CX Efforts – Importance of internal customer
  • Journey Mapping Like A Pro
    • Identifying touch points
    • Creating effective customer service ‘touch points’ within your company
    • Different types of customer journeys
    • Developing customer journey
    • Re-evaluating all touch points and customer journey and aligning them in accordance to your strategy
  • Measuring and Monitoring Customer Satisfaction and Service Quality Professionally
    • Why you should measure and monitor CX at every stage of the funnel / customer journey
    • How to encourage customer to provide complaints and feedbacks and value of such
    • All sources of getting feedback:
      • how and when you should measure
      • how reliable is the info
      • how to evaluate feedback
    • How to work with complaints
    • Mystery Shopping and how to successfully conduct it
    • Creating efficient questionnaires, interviews, and surveys
      • How reliable is the info
      • Types
      • Advantages and disadvantages
      • How and when you should measure
      • How to interpret them
    • Omni and Cross-channel Support – how to measure it
    • How to measure emotions and loyalty
    • Documentation analysis
    • Understanding and measuring the customer lifetime value (LTV)
  • Key Metrics and Standards You Must Be Aware Of
    • Objective Service Metrics: volume per channel, resolution ratio, First response time, Customer Success Ratio, Things Gone Wrong, Minutes Spent Per Call, etc.
    • Elevate CX Measurement - Identify drivers that influence your beacon metrics
    • Setting the Standards for Customer Experience Excellence based on measured and monitored results
  • Techniques That Help You to Reveal Gaps and Improve Customer Experience
    • Continuous Quality Improvement PDCA
    • Mind Mapping, Brainstorming
    • Pareto charts, Ishikawa Diagram, Statistical Process Control Charts (SPC), Business Process Mapping, Cause Analysis,
    • Gap analysis - Focus on Lowering Customer Effort
  • The Six Pillars of customer experience excellence – Best Way to Improve CX
    • Personalisation - Using individualised attention to drive an emotional connection.
    • Integrity - Being trustworthy and engendering trust.
    • Expectations - Managing, meeting and exceeding customer expectations.
    • Resolution - Turning a poor experience into a great one.
    • Time and Effort - Minimising customer effort and creating frictionless processes
    • Empathy - Achieving an understanding of the customer’s circumstances to drive deep rapport.
Participant insights

Participant insights

The course was highly beneficial for my job and career. This info will clearly give me the great support for my day-to-day tasks.
Muhammed A. (Senior Auditor)Auditing Company, Dubai.
What I have learned in the course was exactly what I was looking for. Highly clear and pragmatic with perfect guidelines on how to use it at my work.
Antony S. (Manager) Drilling Equipment Company, Abu Dhabi.
A very useful course that provided new insights in the customer behavior and definitely would help me with my communications with customers.
Mario A. (Business Owner) Boutique Shops, Dubai.
Great thanks – one of the best courses I have made.
Brian G. (Projects Coordinator) Events Management Company, Ras Al Khaimah.
Exciting and inspiring course. Helped me to see things differently and re-organize our customer service department.
Abbas H. (Company Manager) Project Engineering, Muscat.
Would really suggest the training to any professional who is in charge of customer care.
Jane A. (General Manager) Real Estate Company, Dubai.
The time spent at course was really enjoyable and useful. Easy to understand and I used part of knowledge the next day after training.
Samira K. (Sales Team) Car Rental, Abu Dhabi.
Was the real great overview on what I shall do to improve in the Customer Service in my business.
Syed H. (Company Owner) Data Storage Solutions, Dubai.
The info I received on the course is the surprise for me. Never though of such simple techniques which help to handle difficult customers conversations.
Gabriela H. (Manager) Call Center, Sharjah.
The training I have chosen was very useful and informative with a number of very useful points. Was well explained by the trainer.
Colin G. (General Manager) Safety Equipment, Riyadh.
The program was very explanatory and gave me a lot of points to re-think. Would sure make a difference to my work approach.
Gabriela Y. (Supervisor) Call Center, Kuwait.
Would recommend to my team members to attend the same course. It would positively help me to do my job better.
Udo C. ( Department Head) Heavy Machinery Maintenance, Abu Dhabi.
The time spent at the course was the excellent investment – a lot of useful and practical info. Exactly what I was looking for.
Idul R. (Supervisor Sales) Construction Materials, Umm Al Quwain.
It was great idea to join such training. Would be a definite backing in my career development. Thinking of taking more courses – on other subjects.
Cristina R. (Sales Coordinator) Retail Company, Dubai.
The training was a great mixture of information and practical aspects. The instructor was highly professional and the course was organized the excellent way.
Samaa J. (Projects Manager) IT Solutions, Oman.
I really liked the scope and the style of the training – very friendly, a lot of communication and highly informative.
Stefan L. (Client Relationships) Insurance Company, Doha.
It was a great idea to join such training. All members of our team shall complete it. A lot of new points and useful hints.
Burcu W. (Marketing Head) Corporate Banking, Abu Dhabi.
Was really pleased by the content of the course and qualifications of the instructors. Got a lot of useful points for my business.
Marty Z. (General Manager) Travel Company, Dubai.
Great trainer and perfect information materials. Was really worth to attend. A lot of insights and ideas on how to improve job performance.
Daniel D. (PR Officer) Private Hospital, Muscat.
As we were in the process of restructuring of our call center this training was just perfect for the time. Remarkable and valuable suggestions and solutions.
Joselito B. (Marketing Department) E-commerce, Dubai.
The course was very beneficial and practical for my duties. Handling complicated customers from now on would be easier. Great instructor. Perfect training venue.
Amira Z. (Sales Manager.) Designer Apparel, Abu Dhabi.
FAQ for Internal Part of the Courses:


We use the best and latest educational praxis. All of our courses and trainings are designed using our unique Atton LPI Learning Methodology© which guarantees the delivery of extensive knowledge over a short time period with an easy-to-understand approach. All course materials are absolutely unique and are the combination of fundamental and systematic knowledge, practical studies and real-life implementation elements.

We deliver in our 3- to 5-days trainings knowledge and skills which are commonly delivered over a much longer period of time – thus truly saving our participants time and money.

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If your aim is to obtain the most wide-ranging overview in a certain area of expertise, we commonly suggest that you choose one of our popular trainings in the relevant category. The popular trainings cover the widest scope in each area and for this reason they are greatly valued by our participants.

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There are various payment options – cheque, cash, and bank transfer. It is essential to note that the earlier you register, the larger the applicable discount on your admission fee.

For details on the available discounts and special training admission fees, please see the section “Course fees and discounts” on the course page.

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Professional, up-to-date expertise is one of the most powerful elements of success in the modern business and career environment.

Our Courses and Trainings are highly useful for business owners, management and employees at all levels and provide, in a highly effective way, current and solid professional development qualifications and skills combined with practical real-life essentials.

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Each training is repeated a certain number of times over the year, and thus you have the option to choose the most suitable date for you. If you wish to benefit from the option of a course fee discount, be sure to register in advance.

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