Individual online training

Customer experience | Going beyond service

$90.00 CAD

Sale Sold out

Duration : 90 min.
Available languages: French and English
Certification : Yes!

For whom: Employees and Managers

Customer experience training: Understand customer journeys, improve satisfaction, and lead with empathy

In a world where human connections are at the heart of everything, it’s essential to build authentic relationships based on mutual respect with every client, whether they’re internal or external to the organization.

By focusing on trust and a genuine understanding of their needs, this training will help you go beyond routine interactions to create truly impactful moments. It’s not just about meeting requests—it’s about connecting with others, understanding what truly matters, and ensuring a smooth and cohesive relationship from start to finish.

The result? A customer experience that leaves a positive and lasting impression.

By exploring the modules of this training course, you will be able to:

Create memorable customer experiences by building a trusting relationship
Identify the real needs of the customer and manage their expectations
Ensure quality follow-up

Contents Overview

Creating memorable customer experiences

Discover how to build trust-based relationships with every customer.
Learn to balance a human approach with professionalism to leave a lasting impression.

Identifying and understanding the real need

Find out why the expressed need often differs from the actual need.
Use a five-step method to ask engaging and precise questions.

Managing expectations and defusing frustrations

Master strategies to strike a balance between realism and satisfaction.
Develop a proactive mindset to prevent misunderstandings.

Ensuring effective after-sales follow-up

Learn how to structure your follow-ups to build customer loyalty.
Discover simple techniques to maintain relationships and maximize engagement.

Interacting with demanding customers

Develop reflexes to acknowledge and defuse negative emotions.
Avoid common mistakes and adopt a communication style that strengthens relationships.

Period of validity

Training is available 90 days from the date of purchase

Purchase for Your Team

Here are the instructions for purchasing courses for your team members :

Step 1 – Add the desired number of courses for your team members to your cart.

Don’t worry if you’re not sure which course to assign to whom: you’ll be able to specify this after the purchase.

Step 2 – Enter your personal information during the checkout process.

Step 3 – Check your order confirmation email. It will include all the instructions you need to assign the courses to your team members.

Individual training purchased for Me My team Me + my team

Training language English

Would you prefer this training in another language? Click here.

Quantity

Each training session is personal and cannot be shared. Please ensure you choose the correct number for your team!

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Why choose this training?

Discover a unique approach that goes beyond simple theoretical concepts. At Boostalab, each training is designed to be practical, interactive and directly applicable in your professional daily life. You will see results tomorrow!

This training is for you if…

You want to improve customer satisfaction in a sustainable way. You regularly need to manage demanding customers and sometimes feel under-equipped. You are looking to better understand customer needs, even when they are not clearly expressed. You care about strengthening customer loyalty and achieving true customer service excellence.

This training helps you go beyond simply responding to requests. It helps you create meaningful, value-driven customer relationships.

Online training or workshop: which format to choose?

Boostalab offers flexible learning formats tailored to your organizational reality.

Individual online training: ideal for autonomous learners who prefer asynchronous training.
Interactive group workshop: perfect for role-playing and strengthening skills through collaborative workplace learning.
Team training pathway: designed to align service practices across a department.
Ready-to-train LMS kit: integrate the program directly into your internal platform.
Corporate subscription: provide access to multiple Boostalab training programs across your organization, without the need for an internal LMS.

Explore our Boostalab training programs to select the format that best supports your customer experience goals.

What you will get concretely

This training is practical and action-oriented.

You will gain access to:

A structured 5-step method to identify customer needs, including unspoken expectations.
Proven expectations management strategies to prevent disappointment.
Practical after-sales follow-up techniques to strengthen long-term relationships.
Effective frustration defusing tools for challenging situations.
A detailed demanding customers interaction guide.
A recognized professional certification from Boostalab.
90-day unlimited access to integrate and revisit the content at your own pace.

To strengthen your communication foundation, you may also explore Effective workplace communication or Difficult conversations at work.

Concrete benefits in your daily life

Creation of memorable and distinctive customer experiences

You will learn how to design a truly memorable customer experience. This level of customer service differentiation helps build a lasting trust relationship with clients. Customers may forget a transaction but they rarely forget how they felt.

Reduction of misunderstandings and customer frustrations

By clarifying expectations and proactively listening, you promote customer misunderstanding reduction. You will observe a measurable frustration decrease and stronger customer conflict prevention in your daily interactions. Less tension. More constructive dialogue.

Improvement of customer loyalty and satisfaction

A structured approach leads to real customer loyalty improvement. You will see increased customer satisfaction and more effective customer retention over time. Satisfied customers stay, and they recommend.

Want to go further?

Customer relationships are deeply connected to other relational and leadership skills. To enrich your training pathway and support your continuous professional development, you may combine this training with:

These complementary skills reinforce sustainable customer service excellence.

FAQ

1. How long does it take to complete the training?

The 90-minute training duration makes it easy to integrate into your schedule. You benefit from 90-day access, allowing you to complete this self-paced training and revisit the tools when needed.

2. Does this training apply to both internal and external customers?

Yes. The training is designed for both external customers and internal customers. It is particularly valuable for strengthening interdepartmental relationships and service collaboration across teams.

3. Will I receive practical tools or just theory?

You will receive immediately applicable resources. The program includes a structured 5-step method, practical defusing techniques, and a detailed practical guide to support your daily interactions. These are concrete tools, not abstract concepts.

4. What if I already work in customer service?

That is a strong starting point. This training will help you refine your strategies, deepen your understanding of customer psychology, and enhance your impact. You may also strengthen your relational foundation with Effective workplace communication and Impact and influence.

5. Is the certification recognized by employers?

Yes. The Boostalab certification serves as a recognized professional certificate demonstrating commitment to professional development and service excellence.

6. Can I purchase this training for my team?

Absolutely. Group discounts are available:

5 to 9 registrations: 30% discount
10 or more registrations: 50% discount

7. How does this training differ from communication training?

Communication training builds general relational skills such as clarity and listening. Customer experience | Going beyond service focuses specifically on customer expectations, loyalty strategies, and delivering value in every interaction. Both trainings are complementary.

8. Will this training help me with truly difficult customers?

Yes. You will learn to better understand the dynamics behind demanding behaviours, apply structured defusing techniques, and respond with confidence. Even complex situations can become opportunities to strengthen the relationship.