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Training: Mastering After-Sales Service (SAV) Management for Customer Excellence

Course created on July 27, 2026Updated on October 5, 2026

On quote

3 days
Onsite
12 people max.

Request a quote See the program

Ref: KTH249

12 people max.

On quote

In-company rate: on quote

On-site and certification exam on quote

3 days

Onsite

Don't let this gap widen

Why this program matters

Without mastering after-sales service management, 70% of dissatisfied customers permanently end the business relationship, generating an average loss of 5 000 € per lost loyal customer.
Recurring errors in handling complaints drive operational costs up by 25% on average, with incidents that triple downtime and compensation payouts.
For after-sales managers and teams, this produces serious professional failures: NPS dropping below 30 points and direct threats to the company's survival against competitors.
Each month without optimization puts an additional 15% of revenue at risk along with irreversible reputational damage.

Trusted by — schools, companies and industrial groups

25,665 programs · 25 countries

Every program built with a dedicated engineer

Companies: Aptar, ArcelorMittal, Equans, EDF, Ubisoft and Microsoft.

Learning objectives

Understand the strategic role of SAV in customer satisfaction and loyalty
Create and optimize internal SAV processes
Effectively manage complaints, disputes, and product returns
Master communication in delicate situations
Implement SAV performance indicators
Integrate digital tools and CRM solutions dedicated to SAV
Develop a continuous improvement plan for after-sales service

Program

Module 1Fundamentals and Challenges of After-Sales Service

Definition and role of SAV in the value chain. Analysis of SAV's impact on customer loyalty and brand image. Real case studies with positive and negative SAV outcomes. Identification of post-purchase customer expectations.

Module 2Operational Management and Organization of SAV

Mapping of SAV processes (welcome, handling, case follow-up). Optimization of procedures for returns, exchanges, and repairs. Use of CRM tools adapted to SAV. Management of spare parts and inventory. Drafting of scripts and personalized response templates.

Module 3Handling Complaints and Relational Excellence

Conflict resolution techniques and management of difficult customers. Practice of assertive and empathetic communication. Quality monitoring and complaint analysis to identify improvement areas. Implementation of dashboards and SAV reporting. Continuous improvement action plan and SAV project management.

Evaluation method

Role-playing exercises and simulations
Complete case study with oral presentation
Summary multiple-choice quiz at the end of the training

Learning method

Theoretical presentations and concrete examples
Practical exercises in small groups
Downloadable tools and materials
Experience sharing among participants

Methods, materials and delivery

The Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program is delivered onsite or remote (blended-learning, virtual classroom, remote presence). At Learni, an industry-certified training organization, every program is built to maximize skills acquisition regardless of the chosen format.

The trainer alternates between demonstrative, interrogative and active methods (through hands-on labs and/or scenarios). This pedagogical approach guarantees concrete learning that's immediately applicable at work.

Equipment required

For the smooth delivery of the Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program, the following equipment is required:

Mac or PC computers, high-speed fiber internet, whiteboard or flipchart, projector or interactive touch screen (for remote sessions)
Training environments installed on workstations or accessible online
Course materials, hands-on exercises and complementary resources
Post-training access to materials and educational resources

For intra-company training on a site outside Learni, the client commits to providing all required teaching materials (computers, internet, etc.) for the smooth delivery of the program in line with the prerequisites in the communicated program.

* contact us for remote delivery feasibility** ratio varies depending on the program

Skills assessment methods

Assessment of skills acquired during the Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program is performed through:

During training: case studies, hands-on labs and professional scenarios
End of training: self-assessment questionnaire and skills evaluation by the trainer
After training: completion certificate detailing acquired skills

Program accessibility

Learni is committed to making its programs accessible. All our programs are accessible to people with disabilities. Our teams are available to adapt the pedagogical methods to your specific needs. Please contact us for any adjustment request.

Enrollment terms and lead times

Registration is possible up to 48 business hours before the start of training. All our programs are built for corporate L&D budgets and delivered onsite or remotely.

The Learni story

Founded by engineers and learning experts, Learni's mission is to make high-impact tech training accessible to teams everywhere. We work remotely with organizations across the US and Canada, in your time zone, to help teams upskill fast.

Our method

Training quality, guaranteed at every step

Before, during, after: we frame the brief, introduce the trainer, tailor the content and measure impact. You stay in control from kickoff to wrap-up.

Step 1

Rigorous trainer selection

Each trainer is validated on three criteria: hands-on field expertise, proven pedagogy and alignment with your industry.

Triple validation: technical, pedagogical, sectoral.
Minimum rating 4.8/5 over the last 12 sessions.

Step 2

You meet the trainer beforehand

30-minute video call between you and the selected trainer to validate the fit, adjust content and clear any final doubts.

Live briefing on goals and team context.
Veto right — we swap the trainer for free if needed.

Step 3

Content tailored to your context

No recycled slides. The syllabus is reworked from your real cases: tools, constraints, vocabulary, ongoing projects.

Hands-on cases drawn from your stack and projects.
Program co-written then validated by your team.

Step 4

Continuous quality follow-up

Live evaluations, 30/90/180-day check-ins and a consolidation plan. If the impact misses the mark, we rework it.

NPS, knowledge quizzes and skills self-assessment.
Satisfaction guarantee: fully satisfied or free rework.

A simple promise: you don't pay to discover the trainer on day one. Everything is validated upfront, by you.

A child walking to school with a backpack

Our social commitment

A school kit donated to a child for every training booked

To fight inequalities in access to education, Learni donates a complete school kit to a child in need for every training booked. You build your skills, a child heads back to school.

Backpack, notebooks and essential supplies
Distributed through our partner charities
Included, at no extra cost to you

Enroll and offer a kit

FAQ

Frequently asked questions

What can participants do after Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training?+

They can understand the strategic role of SAV in customer satisfaction and loyalty, create and optimize internal SAV processes and effectively manage complaints, disputes, and product returns. Those are the stated objectives of the Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program at Intermediate level, checked by the end-of-session assessment.

What does the Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program cover, day by day?+

Day 1: Fundamentals and Challenges of After-Sales Service. Day 2: Operational Management and Organization of SAV. Day 3: Handling Complaints and Relational Excellence. The Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program runs over 3 days, delivered on site.

How is Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training assessed?+

Assessment relies on role-playing exercises and simulations, complete case study with oral presentation and summary multiple-choice quiz at the end of the training. Learni issues a completion certificate together with the individual assessment report at the end of the Training: Mastering After-Sales Service (SAV) Management for Customer Excellence program, which an L&D team can file as evidence.

How much does Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training cost per participant?+

Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training is priced on quote. The amount depends on headcount, format and how far the syllabus is tailored to your team. A detailed quote is sent within one business day, and team pricing covers the whole group from the second participant.

How long does Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training take?+

3 days, available live online (US time zones) or on-site at your offices. Half-day tracks spread over several weeks are possible so the team stays operational.

Who pays for Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training?+

Most US teams pay directly through their company L&D or training budget. Learni invoices in US dollars and accepts bank transfer (ACH/wire) or card, with volume pricing for teams. A purchase order is welcome.

What do participants need to know before Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training?+

Experience in customer relations or knowledge of the sales cycle.

Is a certificate issued after Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training?+

Yes. A Learni completion certificate is issued, along with the individual evaluation report. Learni is a certified training provider and prepares for third-party certifications, but does not award them itself.

Does Learni provide the equipment for Training: Mastering After-Sales Service (SAV) Management for Customer Excellence training?+

No. A computer and a stable internet connection are required for each participant. Learni provides the learning platform, the trainer and all course materials.

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