© AFI par Edgenda inc.
In a world where smart technologies, digital channels, and automation are redefining customer relationships, one certainty remains: it’s the human element that makes all the difference. This immersive training offers more than just learning techniques; it encourages participants to adopt a sustainable relational posture focused on emotion, active listening, and seamless interactions in an omnichannel environment. Through concrete scenarios, realistic role-plays, and directly applicable tools, participants will learn to recognize implicit expectations, strengthen human connections, and deliver a consistent customer experience across all channels.
Audience	Agents, receptionists, advisors, frontline staff Managers of teams directly interacting with the public or customers Professionals looking to strengthen relational and emotional skills in an evolving environment
Prerequisites	None
Objectives	Understand the impact of emotions in customer relationships Develop active listening and empathetic communication skills Identify and address implicit customer expectations Apply techniques for de-escalation and enhancing exchanges Ensure relational continuity in an omnichannel journey integrating AI
Teaching method	Self-Awareness and Course Material Learning Together Learning in Action The workshop is highly interactive, enabling participants to: Enhance their level of engagement. Share and learn from the experiences of fellow participants. Apply concrete workplace examples to reinforce learning. Experiential activities foster the awareness essential for sustainable change, enabling the emergence of actionable insights. At the end of the workshop, participants commit to themselves, their team, and their manager. This commitment involves integrating the learned principles into their daily routines, thereby ensuring the optimal transfer and application of knowledge.
Contents	Emotional Experience & Customer Memory The Emotional Dimension of Service Impact of emotions on loyalty Expectations throughout the customer journey Implicit and Explicit Expectations Expectations in a multichannel journey Expectation models: the gap with results Relational presence and emotion management Welcoming and Listening Attitude Creating a lasting climate of trust P.A.C.E model Active listening techniques and benevolent attitude Conscious Communication Techniques: The Contribution of Neuroscience Understanding and managing the customer's emotional reactions Theory U – The 4 Levels of Listening Emotional brain map – the role of the amygdala Nonviolent communication Using the Language of Needs and Assertiveness Defusing tensions with clarity, respect, and professionalism HEARD and NVC models Service dimension Improving Perceived Quality at Each Step The 3 pillars of service Providing a coherent, seamless, and warm overall experience P.C.P. model The Big Five model Adapting Communication to Customer Profiles Personalizing the interaction to better meet expectations OCEAN model (in-depth)

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Zaida Bibiana Mangones Matos

Trainer

Zaida is a dynamic and highly qualified trilingual trainer, facilitator and coach that is considered as catalyst for individual and collective transformational processes. Not only is she graduated as a certified coach from the Edgenda/Mozaik Coaching School, but she also holds a major in career development (UQAM), a 2nd cycle university degree in epidemiology and an undergraduate medical doctorate from outside of Quebec. She is known for positive energy, her systemic vision, the quality of her presence and her ability to create bonds of trust.

Janet Lough

Trainer

Janet Lough is a skilled, dynamic, authentic trainer, facilitator, and bilingual coach. She has over 25 years of knowledge and experience in management, training, communication, operations, strategy, and leadership in the non-profit sector and in entrepreneurship. This enables her to better understand her client’s business reality.

Florence Jacob

Trainer

As a holder of a double bachelor's and master's degree in management from HEC Montréal, Florence has accumulated nearly 10 years of experience as a consultant and specialist in organizational development. Her career in parapublic, public and private organizations has allowed her to perfect her expertise in coaching and leader development. Promoting knowledge sharing and managerial skills transferring is at the heart of her approaches as a consultant. Florence is known as a committed partner. Her support type is dynamic, structured and oriented towards an opened and transparent communication.

Human

Digital Tools

Technology

Data Science

Organizational Strategy

Project Management

Change region

New

Customer experience: approaches and methods in customer service

Upcoming sessions

Course outline

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