Customer experience: approaches and methods in customer service - Training Courses | Afi U.

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Customer experience: approaches and methods in customer service

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Duration: 1 day
Regular price: $485
Preferential price: $415

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Course outline

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	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)

Self-Awareness and Course Material

Self-Awareness and Course Material