The program aims to provide a modern and comprehensive approach to customer service, focusing on critical practices and tools that shape the customer experience in today’s business environment.

Through participation in a specially designed interactive simulation, attendees have the opportunity to exchange experiences, strategies, and best practices that help build effective customer service teams, fostering a culture of excellence and delivering outstanding service to both external and internal customers.

The program equips participants with the knowledge and skills needed to effectively manage both the challenges and opportunities of integrating new practices and tools into customer service, while preserving its human core.

From Customer Service to Customer Experience: unlocking the secrets
This highly interactive and experiential program is structured into the following modules:

Service Essentials that Make a Difference 
In this module, participants will delve into the timeless foundations of customer service, with emphasis on building and maintaining trust, effective communication, and empathy. Through practical examples and exercises, they will develop skills such as active listening, positive language, and emotional intelligence. In addition, they will explore how a strong service culture—supported by leadership and internal collaboration—can act as a driver for improving the overall customer experience.

Mastering Today’s Customer Experience 
The second module focuses on contemporary approaches and techniques that address today’s customer service challenges. Participants will learn how to manage difficult customers and situations, apply proactive service by anticipating needs, and understand the importance of customer experience through customer journeys. Through group activities, they will identify stereotypes that affect communication and develop strategies to manage them, aiming for a more authentic and fair customer experience.

Data-Driven Service: Tools for Excellence
The third module centers on improving service through performance indicators (KPIs), both at the strategic level and in everyday practice. Through a case study, participants will examine the value of speed and personalization, while the presentation of Artificial Intelligence applications in customer service will highlight the synergy of human and technology—with technology enhancing, without replacing, the human touch.

The program is designed for professionals who wish to gain an in-depth understanding of the latest trends, challenges, and opportunities emerging in the field of customer service, while enhancing their skills and developing a more conscious, strategic, and effective approach to the customer. These professionals may be directly or indirectly involved in customer experience and service, such as:

• Customer Service Representatives, Supervisors & Managers
• Sales & After-Sales Support Staff
• Store or Service Point Managers and Supervisors
• Employees in reception, call centers, or help desks
• Customer Experience / CRM Managers
• Marketing professionals with responsibilities impacting customer experience
• Internal service providers (back-office or support functions serving other roles within the company)

Get in touch with us

Ms. Marianthi Karaiosifoglou

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

Tel.: +30 210 89.64.531-2213

Fax: +30 210 89.63.302

E-mail: [email protected]

Seminar fees are sponsored by SEV.   

Registration fee of 50 euros to be covered by participating executives/ companies, as a donation to the NGO Ίδρυμα Προστασίας Παιδιών και Νέων με Αναπτυξιακές Διαταραχές «Η Θεοτόκος». Find more information here 

Upon submitting the online application, you will receive an email at the address you have provided with detailed instructions for the process of depositing the amount to the charitable organization and the participation in the seminar.

Participation in the seminar is activated on a first come-first served bases, by sending the deposit slip to the Executive Development, Mrs M. Karaisofoglou, [email protected]. Ιn the payment details, please indicate full name, company name and seminar title.

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