As products, prices, and technologies continue to standardize, customer experience has emerged as one of the few truly sustainable competitive advantages. According to a Gartner study, 89% of companies now view customer experience as their main differentiator. Yet many still overlook a fundamental reality: a quality customer experience is built on the human skills of employees.
Whether it’s a call center agent, a field technician, or a manager, each person embodies the brand promise in their own way. And that promise only holds value if it’s fulfilled—at every interaction. That’s why training is no longer a bonus. It’s the strategic foundation of the experience delivered to customers.
To address this critical need, we have formed a new partnership with The Jeff Havens Company, a recognized expert in customer relationship skills.
Developing Emotional Intelligence to Better Understand Customers
Understanding a customer doesn’t just mean listening to what they say. It also means:
- decoding their emotions,
- anticipating their expectations,
- and responding appropriately to their frustrations.
Empathy and active listening are among the most essential relational skills, especially in a context where digital interactions have often weakened human connections.
Training in these areas improves customer satisfaction, builds mutual trust, and fosters a culture of respectful dialogue within the company.
The Jeff Havens Company offers several training modules that directly address this need, such as “Improving Your Emotional Intelligence” and “Building Rapport with Customers.” These video courses, available in English with English and Spanish subtitles, help learners understand the mechanisms of emotional intelligence, develop self-awareness, and build more authentic, long-lasting relationships with others.
Ensuring Consistency Across Every Touchpoint
Customer experience isn’t just about exceptional moments. It’s mostly shaped in the details of everyday interactions: an email response, a tone of voice on the phone, or a poorly phrased sentence. Each of these small moments helps shape how a customer perceives the company.
In complex and often decentralized environments, ensuring relational consistency is a real challenge.
Employees need to master best practices in verbal and non-verbal communication, including the specific etiquette to apply in various situations.
The Jeff Havens Company’s training programs help teams adopt the right reflexes to embody company values across every interaction. For this, Edflex’s content experts recommend courses like “Demonstrating Your Values,” “Names and Greetings,” and “Professionalism.”
By training teams on these topics, companies ensure that their brand promise remains consistent—regardless of the channel, timing, or point of contact.
Managing Critical Situations with Calm and Confidence
Moments of tension often define the customer relationship. A poorly handled incident, an inappropriate response, or a lack of empathy can cause long-term damage to customer loyalty. But these difficult situations can also become powerful relationship-building opportunities—if handled correctly.
This is precisely what the courses “Dealing with Irate Customers,” “Conflict De-Escalation Techniques,” and “Seeing Things From Other People’s Point of View” aim to provide. These modules give employees practical tools to defuse conflicts, adopt constructive postures, and turn moments of frustration into positive customer experiences.
The strength of Jeff Havens’ content lies in its short, engaging, and action-oriented format. Learners don’t just absorb theoretical concepts—they engage with realistic scenarios and actionable techniques that make it easier to apply what they’ve learned on the job.
Training teams in advanced relational skills doesn’t just preserve customer satisfaction—it also helps protect employees from rising emotional stress in frontline roles.
Making Customer Experience a Shared Culture Across the Company
Customer experience is still too often seen as the responsibility of customer service or marketing teams alone. But in reality, every department, every employee, and every internal or external interaction can influence the overall perception of the brand.
Creating a truly customer-centric culture requires training across the entire organization—from IT and HR to logistics and leadership. The modules “Perfecting the Customer Experience,” “Internal Communications,” and “Creating an Incredible Contact Center Culture” were specifically designed to meet this cross-functional need.
These courses help learners understand the full scope of the customer journey, identify internal pain points, and align employee behavior with customer expectations. They also help establish a shared language rooted in solutions, empathy, and responsiveness.
This alignment work is essential to embedding customer experience into the company’s culture—not just as a departmental goal, but as a shared responsibility.
Strategic Training to Elevate Your Brand
In this context, the partnership between Edflex and The Jeff Havens Company makes perfect sense. With more than 400 video modules available in English, subtitled in English and Spanish, The Jeff Havens Company offers a unique training approach: serious content, delivered with humor, to maximize learner engagement.
This distinctive approach helps overcome fatigue with traditional e-learning formats, while still addressing key business topics with rigor and clarity. Whether the focus is customer service, leadership, ethics, or workplace safety, the courses strike a rare balance between high-impact learning and enjoyment.
"At Edflex, we believe learning should be an engaging experience—not a chore. That’s exactly what Jeff Havens delivers: impactful, human-centered videos that are genuinely useful in day-to-day work. This partnership allows our clients to strengthen their customer-centric culture while keeping learners motivated." — Stéphanie Beaufort, Content Partnerships Director at Edflex
With seamless access through our learning solution, companies can easily provide their employees with high-value resources tailored to the operational challenges of delivering great customer experiences.
This partnership is part of a much broader offering. By choosing Edflex, you gain access to a rich library of content from trusted publishers, covering over 300 topics in more than 25 languages.
“We’re very excited for the opportunity to work with Edflex to provide their customers with our library of over 400 video modules in the business skills, compliance, health, and safety categories. We think our unique offering of high-quality content mixed with an entertaining and engaging delivery style will be a win-win for both companies and their customers.” — Adam Havens, C.O.O. @ The Jeff Havens Company
Training to Serve Better: A Strategic and Sustainable Investment
In today’s world, where:
- customer loyalty is more fragile than ever,
- social media amplifies every misstep,
- and competitive pressure continues to rise…
Customer experience has become a key value driver.
But this value can’t exist without a clear, structured training strategy aligned with the realities of the field. By investing in the relational and emotional development of their people, companies aren’t just meeting training obligations—they’re investing in their reputation and long-term growth.
Because delivering an outstanding customer experience starts, above all… with trained and empowered employees.
