This diploma provides a comprehensive foundation in modern customer service management, with a focus on the challenges and opportunities of the digital era. Participants explore cutting-edge management approaches, including Agile, Scrum, and Design Thinking, while developing skills to lead diverse teams and serve multi-generational customers effectively. The program also emphasizes digital readiness, AI integration, and future-of-work trends, equipping professionals with the horizontal competencies and ecosystem thinking required to thrive in dynamic, rapidly changing business environments. A key feature of the program is collaborative learning: participants have the opportunity to share real-world challenges, exchange best practices, and learn from each other’s experiences, fostering a rich, interactive environment for professional growth and nurturing the strategic ecosystem of customer service excellence.

This Program covers the following Key Areas:

• Management in the Digital Era & Agile/Scrum Practices

• AI Readiness and Future of Work

• Generational Dynamics in Employees and Customers

• Horizontal Competencies for Customer Service in Flux

• Agile Coaching

• Design Thinking and Ecosystem Thinking

Management in the Digital Era & Agile and Scrum in Management (4 hrs)

This 4-hour course will introduce participants to the opportunities and challenges that management faces in the era of digital. The program aims to clarify the mechanisms through which technological innovation drives change in business, competition, the economy, and society at large. Participants will have the opportunity to discuss upcoming developments, enabling them to revise their strategic plans in areas such as technology investments, new revenue streams, competition and collaboration with platforms and ecosystems, talent acquisition, and workforce management. The program will also familiarize participants with Agile & Scrum Methodology

Assist them in exploring and identifying the organizational and personal competencies that are connected with Agile Methodology, and enable them to reflect on the organizational culture and philosophy that stems from Agile Methodology, and how this affects management.

AI Readiness Workshop (4 hrs)

The course focuses on equipping non-technical managers with a conceptual understanding of GenAI, practical prompting skills, strategic insights into business transformation, ethical considerations, and frameworks for organizational deployment and scaling. 

Upon completing this session, participants will be able to: 

• Understand the core concepts of AI, GenAI, and LLMs from a non-technical perspective. 
• Articulate the strategic importance, economic potential, and transformational impact of GenAI on businesses. 
• Apply principles and practical considerations for the ethical and responsible implementation of GenAI systems. 
• Explore practical, hands-on prompting skills with major foundation models (e.g., Gemini, ChatGPT, Claude) 

Managing Different Generations of Employees and Customers (8 hrs)

The seminar explores the unique dynamics of multi-generational teams and equips leaders with strategies to foster collaboration and engagement. With four to five generations now co-existing, the seminar focuses on understanding the values, work styles, and expectations of each group—from Baby Boomers to Gen Z. Participants will delve into the challenges and opportunities posed by generational diversity, including communication preferences, motivational factors, and conflict resolution. The scope of the seminar includes interactive sessions, case studies, and actionable frameworks, enabling leaders to bridge generational gaps, create inclusive work environments, and leverage the strengths of all age groups to drive innovation and organizational success.

The seminar is designed to be highly interactive, covering the following:

• introduction to generational diversity
• understanding generational profiles 
• bridging the generational gap
• strategies for inclusive leadership and inclusive customer service
• challenges and future trends

Horizontal Competencies for Customer Service Management in the era of Flux (12 hrs)

This course offers a cutting-edge overview of the skills and competencies essential for achieving excellence in customer service. Through the use of gamification techniques, participants will explore and internalize the key drivers of customer service efficiency and leadership effectiveness in a constantly evolving environment. The course focuses on developing the following skills:

• Effective communication
• Problem-solving and complaint handling
• Trust building
• Self and team resilience in customer service contexts
• Interpersonal skills
• Collaboration skills
• Empathy
• Working across multiple channels
• Speed and responsiveness
• Relationship building
• Understanding customer needs
• Agility

The course capitalizes on the corporate wisdom of the participants and includes sharing of best customer service practices and customer service stories.

Agile Coaching: Coaching with an Agile Mindset (8 hrs)

The course addresses the need of new and veteran team leaders who are focused on building highly effective teams ready to meet their next challenges. This session provides a practical introduction to Agile Coaching and its role in enabling effective, people-centered change. Participants will learn the core principles of agile coaching, key coaching competencies, and techniques for facilitating collaboration, continuous improvement, and sustainable change. Through real-world examples and hands-on exercises, the course equips learners to coach teams, leaders, and stakeholders toward higher performance and agility, in order to maximize collaboration and performance.

The course includes the following themes:

• Skills of the Leader-Coach
• Coaching Tools and Techniques
• Frameworks for structuring coaching conversations and interventions
• Active Listening & Powerful Questioning
• Giving and Receiving Feedback
• Tools for constructive and development-oriented feedback
• Agile Mindset
• Transforming Teams Toward Agility
• Managing Resistance to Change
• Growth Mindset & Continuous Development

Design Thinking (4 hrs)

Design thinking is a creative approach to problem-solving that seeks solutions that meet people's deeper needs and aspirations. Design thinking is human-centered and begins with deep empathy and understanding of people's needs and motivations. 

The design thinking process has a number of generic phases that help guide thinking and navigate the development, from identifying a design challenge to finding and building a solution. Design thinking helps us be strategic about what needs priority, listen to our stakeholders, and be inspired to design for them. This workshop 

This course introduces participants to the Design Thinking mindset and provides practical tools for applying it to real-world challenges. Participants will learn how to approach problems with empathy, curiosity, and experimentation, placing human needs at the center of problem-solving and decision-making. The course explores the core stages of Design Thinking and demonstrates how they can be used to foster collaboration across diverse teams. Through hands-on activities and practical examples, participants will practice techniques for ideation, rapid prototyping, and testing assumptions. By the end of the course, customer service executives will be equipped to use Design Thinking tools to enhance creativity, improve decision-making, and drive innovation within their teams and organizations, as well as with internal and external customers.

Ecosystem Thinking for the Future of Organizations and the Future of Work το κιτρινισμένο μόνο αν το κρίνουμε απαραίτητο στον τίτλο (4 hrs)

This closing interactive session capitalizes on the previous courses on the management of widespread disruption of the economy. In such a disruptive environment, business leaders have to manage situations that have not seen before. As such, past experience might not be that helpful. Business leaders need to quickly redesign the decision-making process of the company and develop internal ecosystems of smaller agile teams across functional teams and leverage “collective wisdom” of the team members in terms of data collection, exploration of new patterns, collective decision-making, and finally communication and implementation of the decisions.  At the same time, business leaders need to co-create external ecosystems for sustainability and growth. Ultimately, participants will leave with a renewed leadership mindset, ready to navigate disruption, mobilize collective wisdom, and co-create adaptive ecosystems for long-term success.

This Program is addressed to Customer Service Executives across seniority levels and industries who wish to refresh their competencies and skills in customer service management to lead their teams towards growth and explore how AI and digital technology can help them master effectiveness and success. The program is also suitable for executives who have completed previous Alba EIΕΠ courses and wish to stay up to date with recent developments and cutting-edge knowledge, while capitalizing on their learning community by sharing best practices and addressing current challenges.

To request more information please contact 

Mrs. Maria Karadeli

Training Coordinator & P.R., Hellenic Institute of Customer Service

Tel: +30 210 6686370

email: [email protected]

To get in touch with ALBA Executive Department please use the below information

Mrs. Maria Pappa

Tel.: +30 210 89.64.531-8

Fax: +30 210 89.63.302

e-mail: [email protected]

We would be pleased to address any enquiry you might have and to assist you in any way we can.