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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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Janet Lough

Leadership Consultant, Trainer and Coach

A bilingual trainer, facilitator, instructional designer, and coach, Janet Lough supports leaders, managers, and teams in developing their full potential. Known for her authentic, human, and energizing approach, she creates learning experiences that foster both reflection and action. With over 25 years of experience in management, leadership development, communications, operations, and organizational transformation, Janet’s background includes national-level leadership roles in the non-profit sector and entrepreneurship. This diverse experience gives her a deep understanding of organizational realities and the challenges faced by leaders and teams. As an instructional designer and business partner, Janet works closely with her clients to design customized learning journeys and training programs tailored to their context, culture, and objectives. She is recognized for her ability to turn complex organizational challenges into concrete, engaging, and results-oriented learning experiences. A certified Coach (Mozaik, Level 1) and practitioner of SuccessFinder and AtmanCo, Janet leverages her attentive listening skills, presence, and strong interpersonal abilities to help individuals and teams move forward with confidence. Her energy, authenticity, and talent for quickly building trust make her a valued partner in developing human and organizational potential.

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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