Personal Customer Service


Programme Overview

The program consists of 4 three-hours webinars

1st Webinar: Customer, Satisfaction and Service

After this module participants will be able to:

  • Recognize their own role for a successful customer service.
  • Understand the differences and similarities between internal and external customers.
  • Understand the different styles of service and which style really creates loyal customers.
  • Understand the difference between a satisfied and a loyal customer and the importance that loyal customers have for companies and what benefits they bring.
  • Recognize what they can do to create the conditions for a satisfied customer to become a loyal one.

2nd Webinar: Service Conversations – Open and Take

After this module participants will be able to:

  • Understand that the service conversation can be organized into phases that have a logical sequence and when followed helps them to be effective in satisfying the customer.
  • Understand their goal at the beginning of the conversation.
  • Choose the most appropriate way to start the conversation with the customer.
  • To develop the necessary skills needed to open a conversation in a comfortable and positive way.
  • Consider what is needed to discover the needs and expectations of the customer, so that they can adapt the service to his/her needs.

3rd Webinar: Service Conversations – Give, Check and Close

After this module participants will be able to:

  • Examine techniques and behaviors to better meet their customers’ needs by providing information, advice, and recommendations to their customers to solve their problem or satisfying their request.
  • Make sure customers leave fully satisfied and If customers leave dissatisfied or indifferent, then you have an opportunity to rectify the situation.
  • Create a lasting impression when they close the transaction with customer.

4th Webinar: Difficult Situations.

Dealing with difficult customers is one of the most demanding jobs anyone can do. To meet this challenge, in this module…

  • They will develop techniques for handling customers who are in a negative mood, may be angry or irritated.
  • They will learn some techniques and some methods to turn bad customer experiences into positive ones.
  • They will develop techniques that will help them when dealing with customers who are anxious, angry and upset because of a service failure.
  • They will understand how their thoughts, reactions and behavior are interconnected.
  • They will use self-control as a skill needed to effectively move forward in customer satisfaction.


Dimitris Vintzilaios

Dimitris Vintzilaios has been a General Manager of CIN Collaborative Interactive Network (1998-2001). Cin was offering e-collaboration and e-learning services and products.