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Programme: Customer Service & Complaint Handling Techniques Mindfully

Programme Objectives

This training programme helps participants:

  1. Understand the importance of proper service and complaint handling techniques.
  2. To learn how mindfulness helps the person who wants to serve customers and why, based on research, it is so much needed in our personal and professional lives (formal and informal practice).
  3. To learn how to manage their thoughts and how to affect their lives.
  4. To develop a positive approach and attitude towards clients and colleagues.
  5. To practice the use of positive language.
  6. To contribute to the creation of a customer-centric organisation with the best possible service, aiming to increase the degree of customer service.
  7. To understand why some customers are difficult and to be ready for immediate and satisfactory responses to customers’ inquiries, as well as to simultaneously address any complaints or objections they may have.
  8. To understand the steps and the strategy of proper customer service that will yield the “wow factor.”
  9. To be able to read body language for better service that will result in increased sales.
  10. To learn how poor service can be turned into exceptional service.
  11. To understand and internalise the proper use of the telephone.
  12. To understand and internalise the proper use of email.
  13. To learn the strategy and handling of negotiation so that it yields benefits and not damage to customer service.


  1. What the term Customer Service Techniques Mindfully means: We analyse the term customer service techniques mindfully and the term complaint handling techniques mindfully. We also analyse the term Mindfulness and the importance of it in providing better customer service.
  2. Poor Service: What are the main reasons someone offers poor service? How is a positive approach and also positive behaviour developed? How is the use of positive language applied? What is the difference between qualitative and quantitative customer service?
  3. Case Study 1: We will try together some practices, both formal and informal (e.g. body scan, breathing meditation, love-compassion, sound, mountain).
  4. Case Study 2: We will explore together the techniques we use and how we use them to stop our thoughts and manage our emotions, with examples.
  5. Thoughts and Emotions Vs Customer Service: How do we manage thoughts and emotions? It has been proven based on research that thoughts influence emotion and emotion influences behaviour and behaviour influences both proper customer service and proper selling.
  6. Effective Communication: We analyse the model and stages of effective communication. We examine the perception and importance of communication. We learn how to read body language for better customer service and we explore the basic obstacles of effective communication.
  7. Self-awareness and benefits in Customer Service: What is Self-awareness and what are the ways to acquire it? How does Self-awareness help us manage difficult emotions and avoid conflicts? What are empathy and compassion and how do they foster communication and service in the workplace? How is Teamwork and going the “extra mile” cultivated in the workplace?
  8. Telephone Customer Service: What is the difference between in-person and telephone customer service? How can the telephone be used as a tool for effective customer service and sales, even though it lacks the personal touch of face-to-face interaction? What are the proper techniques and secrets for successful telephone communication?
  9. Questions-Concerns: Implementation of the above taught material by your staff. Questions, concerns, and recap.

Methods and Training Tools

  1. Lecture
  2. Discussion
  3. Case study analysis
  4. Brainstorming
  5. Groupthink
  6. Working in groups
  7. Handouts for note-taking, projector, flip chart, and cardboard in the shape of a shield for a specific Case Study.

Teaching Language and Note-Taking Format

The language of instruction is Greek and the form of notes is printed.

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