Customer Satisfaction - Understanding the psychology of customer satisfaction, useful measures and effective responses

A practical workshop to understand the psychology of customer satisfaction, measure, and respond effectively.

Tara Diversi - Performance Strategies

📅 Date: 17th November, 2025
🕒 Time: 12:05pm - 1:05pm (in-person till 1:30pm)
📍 Location: Hybrid - in-person @ TTIN or Online via teams
🎟️ Tickets: $0 - $25 (book via humantix)

Every business talks about customer satisfaction — but few truly understand what drives it. Behind every satisfied or dissatisfied customer lies a complex web of emotions, expectations, and perceptions. This workshop invites you to step inside the psychology of your customers and see your business through multiple lens.

In this hybrid introductory workshop - Customer Satisfaction: Understanding the Psychology of Customer Satisfaction, Effective Measures, and Appropriate Responses, you’ll explore why some experiences delight while others disappoint, even when the outcome seems the same. You’ll uncover the invisible emotional mechanisms that shape every interaction and learn how to transform routine exchanges into genuine moments of connection.

Throughout the workshop, you’ll be guided through three key stages. First, you’ll delve into the psychology of satisfaction — what actually makes people feel content, valued, or frustrated. Next, you’ll examine how to measure satisfaction effectively, and understand where different situations call for different or multiple methods. Finally, you’ll develop strategies for responding appropriately when things go wrong, using vulnerability, empathy and confident communication to rebuild trust and strengthen relationships.

Whether you work in technology, tourism, retail, health or professional services, this workshop offers a fresh perspective on customer experience — one grounded in psychological understanding and emotional intelligence.