Customer experience: approaches and methods in customer service

Duration : 1 day (7h)

© 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

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

Contents

• Emotional experience & customer memory · Implicit expectations and satisfaction drivers (public/private sector)
• Activity: “What would I have expected in their shoes?”
• Active listening, NVC, and insights from neuroscience
• PACE model & emotional mapping
• Practical tools: HEARD, STAR
• Omnichannel approach & the strategic role of AI in service
• Relational styles & personalized interactions
• Collaborative workshop: World Caf