Tissam R.

I train your teams to deliver an impeccable customer experience, even in demanding contexts.

I install a sustainable system so that service quality no longer depends on chance.

I am Ibtissam, a consultant and trainer in B2B customer experience and satisfaction.

For over 10 years, I have been helping companies structure their customer relations and develop their teams' skills, from the field to management levels.

I work with operational teams (Sales Administration, Customer Success Managers, Support, etc.) as well as managers and executives, to align practices around a common customer requirement. I am accustomed to working in sensitive or tense situations and know how to gain buy-in, even from the most reluctant teams.

I primarily provide training, with an approach based on concrete cases from your field.

My support doesn't stop at training. I follow teams over time, advise them, implement monitoring KPIs (quality, satisfaction, performance) to measure progress, and adjust if necessary. I can also appoint and train customer satisfaction referents to ensure autonomous long-term management.

If needed, I also work on structuring: customer journey audits, process redesign (Sales Administration, Customer Success Managers, After-Sales Service), implementation of standards and useful indicators.

Notably, I created, structured, and managed a national multi-site Customer Success department, implementing processes, KPIs, and quality standards, while training managers and employees. I also supported a B2B company in improving its customer satisfaction with the implementation of internal referents.

My promise: to ensure that your service quality relies on a clear, shared, and sustainable system.

Keywords: customer satisfaction training, customer experience, customer excellence, QMS, service quality, continuous improvement, process optimization, internal audit