Customer Experience Management

Create a memorable customer experience by learning to define moments of truth

Upcoming sessions

No date suits you?

Notify me when a session is added.

  • Duration: 2 days
  • Regular price: $930
  • Preferential price: $830

Course outline

Duration : 2 days

Create a memorable customer experience by learning to define moments of truth; by aligning, inspiring, and managing your team; and by using proven coaching, communication, and customer service techniques and tools.

LanguagesThese scheduled public sessions are offered in English or in French (FR).

Public concerné

Customer Service team manager


  • Identify the key moments to train your employees on the best practices in customer service.
  • Adjust your approach according to the employee and customer.
  • Master the tools that will develop your team’s customer service to create a memorable customer experience.
  • Train your team to meet needs and manage the customer relationship.
  • Give real feedback.


The manager’s role in the customer experience
  • Using your team to meet your customer’s expectations.
  • Recognizing moments of truth.
  • Creating and conveying your view of the desired customer experience.
  • Coaching your team.
  • Using the FESS technique to provide feedback and follow up: the key to success.
Intervene with practical tools
  • The sequence of a service relationship.
  • Coaching in four easy steps using the GROW model.
  • Using active listening to connect with your customer or employee.
  • Listening techniques.
  • Using the power of words to convey a positive message.
  • 10 tips for effective communication.
  • Conveying your vision.
  • Adjusting to your customers’ communication styles.
  • Dealing with emotions with ART.
Professional approach
  • Making a good first impression.
  • Telephone tips.
  • Voice mail tips.
  • Email tips.

Surround yourself with the best

Jacques-Yvan Asselin
Learning & Development Trainer
Jacques-Yvan is a renowned expert in leadership development and training optimization, having accumulated more than 20 years of experience.
Marie-Claude Brodeur
Trainer and Human Resources Consultant
Marie-Claude’s primary motivation is to have a positive impact on change to overcome business challenges and achieve business objectives.
Alain Beaudoin
Alain Beaudoin
Trainer, Coach and Leadership Consultant
Known for the creative fuel that he brings to projects thought to be impossible to carry out, Alain is convinced that people are at the heart of change and focuses his approach on each individual’s positive development.
Marie-Pier St-Hilaire
Marie-Pier St-Hilaire
A successful entrepreneur, Marie-Pier loves challenging the status quo to attain excellence and achieve business objectives.