Customer Follow-Up Satisfaction Evaluation Training

Learning Outcomes

• Apply appropriate communication techniques to engage customers in follow-up interactions.
• Analyze customer feedback data to identify satisfaction levels and areas for improvement.
• Evaluate the effectiveness of follow-up methods in measuring customer satisfaction.
• Design feedback collection instruments aligned with organizational objectives.
• Implement corrective actions based on customer feedback to enhance service delivery.
• Demonstrate professionalism and empathy when handling customer responses.

Target Audience

This course is ideal for customer service representatives, call center agents, sales professionals, and anyone responsible for maintaining customer relationships and gathering feedback.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practical sessions enable learners to apply evaluation techniques in simulated scenarios, conduct real follow-up interactions, and analyse data. These hands-on activities reinforce classroom learning and build confidence in performing customer satisfaction evaluations.

Practical Activities

• Role-Play: Conducting Follow-Up Calls — Learners pair up to simulate follow-up calls using prepared scripts and evaluation forms, focusing on communication skills and data collection. (3h)
• Designing an Evaluation Questionnaire — Learners work in groups to design a short satisfaction questionnaire for a given scenario, ensuring clarity and relevance. (2h)
• Data Analysis and Report Writing — Using sample data from the role-play, learners analyse results and draft a brief evaluation report with recommendations. (3h)
• Improvement Plan Development — Based on the report, learners create a simple action plan to address identified issues, including timelines and responsibilities. (1h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.