From Customer Service to Customer Experience

It’s All About Our Attitude

In today’s competitive business world, exceptional customer experience is the key to long-term success. More than just service, true customer experience is built through strong relationships, clear communication, and a commitment to meeting customer expectations—both internal and external.

This interactive workshop will help you understand customer needs, strengthen relationships, and create meaningful experiences that drive loyalty. Through hands-on techniques and best practices, you will gain practical tools to enhance communication, manage challenges, and elevate customer interactions.

SAMPLE OUTLINE:

The Importance of a Good Partnership & Customer Service – Why strong relationships matter.
The 7 Criteria of Customer Satisfaction – What customers truly value.
Winning Principles – Strategies to build and maintain positive customer relationships.
Being in the Right Mindset – Starting customer interactions on the right foot.
Effective Communication – Understanding the difference between a request and a need.
Active Listening & Empathy – Strengthening relationships through better understanding.
Managing Disagreements – Finding mutually acceptable solutions.
Adapting to Different Personalities – Tailoring your approach for better interactions.
Best Practices – Proven strategies for outstanding customer service.
Action Plan – Personalized steps to improve customer relationships.
Toolkit – Resources for long-term customer service excellence.

Transform your customer service approach - Build strong relationships, create loyalty, and stand out!

Enhance customer satisfaction and loyalty

through better relationships.
Improve communication skills

to handle customer needs effectively.
Develop strategies

to manage conflicts and resolve issues professionally.
Gain confidence

in adapting to different customer personalities and expectations.
Apply best practices

to create a lasting, positive customer experience.

Employees at all levels

interacting with internal and external customers.
Managers and team leaders

responsible for customer service and relationship management.
HR professionals

aiming to strengthen customer-focused workplace culture.
Administrative assistants and support staff

handling client communication and service.
Business leaders and decision-makers

seeking to enhance brand reputation through exceptional customer experience.

Flexible & Bilingual:

Available in-person, virtual or hybrid, in French or English, or both, in different formats:
- Full Day (6 hours)
- ½ Day (3 hours)
- 1 to 2 Hours Interactive Conference
- Private Training (3-hour One-On-One session with follow-up)
Expert-Led:

Designed and facilitated by organizational psychology experts or certified coaches specialized in workplace behavior.
Tailored to Your Needs:

Sessions are adapted to your industry, context, teams and specific challenges.
- Customized for all employees: From team contributors to leaders, promoting company-wide success.
- Flexible & Modular: Choose a single session, multiple sessions, a teambuilding experience, or a Leadership Development program.
- Fully adaptable: Select the sessions, order, and format to fit your needs.

Dynamic & Engaging:
- Energetic, Inspirational & Humorous: A fun, motivating, and engaging learning experience that keeps participants inspired and actively involved.
- Highly Interactive: Hands-on activities, discussions, and real-life cases, driving active participation to maximize involvement and impact.
- Best Practices & Tools: Videos, tips & tricks, dos & don’ts.
Focused & Actionable:
- Targeted Learning: Focus on one key skill at a time for maximum impact.
- Proven Techniques: Science-backed methods for fast and measurable behavioral change.
Participant Engagement:
- Before: Pre-session questionnaire (self-evaluation & expectations).
- During: Real-life case analysis & skill practice.
- After: Action plan, follow-up email, additional reading, and optional individual and/or group follow-up.

KCC Positive Business Psychology