Work on the customer reflex to offer an outstanding service
Today, a product or service alone is no longer enough to stand out from the competition: it is the overall customer experience that determines customer loyalty.
And at the heart of that experience lies communication. Every touchpoint—whether by phone, email, or in person—is a “moment of truth” that can delight or disappoint.
This training course invites you to shift from a transactional approach to a truly relationship-based one. You’ll learn to master the art of communication to create memorable interactions, understand your customers’ unspoken needs, and build long-term relationships based on trust.
Is it for you ?
Sales representatives, customer service representatives, consultants, account managers, receptionists, and any professional whose role involves frequent interactions with customers (B2B or B2C).
Prerequisites
None.
What You'll Walk Away With
- ✓ Immediate impact: Techniques you can apply starting with your next interaction with a customer.
- ✓ Increased customer loyalty: A customer who feels understood and valued becomes an ambassador for your brand.
- ✓ Professional poise: Build your confidence to conduct smooth, professional conversations in any situation.
- ✓ Appreciation of your role: Recognize the significant impact your position has on the company’s success and reputation.
Training content
1 How to Build a High-Quality Customer Experience.
... and establish a relationship of trust with a customer.
We’ll explore best practices in customer service—regardless of the type of customer—whether by phone, email, online, or in person—to help employees involved in customer relations perform at their best.
2 From Expectation to Experience (The Fundamentals)
- The difference between customer service and customer experience (CX).
- The new expectations of today’s consumers.
- The “moments of truth” in the customer journey.
3 The Art of Interpersonal Communication
- The three pillars: verbal, vocal, and nonverbal communication (or etiquette on the phone and via email).
- The power of active listening: listening to understand, not to respond.
- Empathy vs. sympathy.
4 Adapting to Your Conversation Partner
- Different customer communication styles (the hurried, the analytical, the expressive, the anxious).
- How to match your pace and tone to quickly build trust.
- The art of asking the right questions (open-ended, closed-ended, and confirmatory).
5 The Vocabulary of Excellence
- Replacing negative phrasing with positive, solution-oriented language.
- How to say “no” or announce a delay while preserving the relationship.
- The importance of clarity and plain language (avoid internal jargon).
6 Creating the “Wow” Effect
- Exceeding expectations: the small gestures that make a big difference.
- Ensuring a warm conclusion to the interaction and thorough follow-up.
- Personal action plan to raise your own service standards.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
