Customer Service Training

‍Today’s customers expect more than fast answers — they expect to be heard, understood, and valued.

At MindAvnir, we bring together the science of human behaviour with the art of meaningful interaction to transform the way your teams deliver service. Rooted in principles of business and organizational psychology, our training is designed to help customer-facing professionals build trust, respond with empathy, and navigate challenges with confidence. It’s not just about what to say — it’s about why it matters, and how to make it count. Whether you’re in retail, hospitality, or tech, our approach equips your team with the emotional intelligence and practical skills to elevate every customer conversation.

Benefits

Stronger communication skills grounded in clarity and empathy
Techniques to manage stress and avoid burnout in high-pressure situations
Consistency in service standards across individuals and teams

Confidence in handling complaints and difficult interactions
A better understanding of customer psychology and how to use it effectively
A more motivated, self-aware customer service culture

Meet Your Trainer

Decades of customer service expertise, powered by Business & Organizational psychology.

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This training is led by our founder, Janaka Hewavitharana — a seasoned customer service professional with over a decade of experience managing high-performing teams at Emirates Airlines, one of the world’s most respected service brands.

From 2010 to 2017, he led the Emirates Contact Centre in Colombo, overseeing both reservations and ticketing operations while maintaining world-class customer service standards. Under his leadership:
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• The team consistently scored 90–97% in Emirates’ internal service audits
• Colombo was ranked among the top three centres globally
• Annual sales targets of 8–10% were reliably met year-on-year

Beyond the numbers, he was deeply involved in staff development — running training programs, leading psychometric-based recruitment, and coaching teams to deliver consistent, personalized service. His qualifications include a Master’s in Business & Organizational Psychology, which brings a powerful layer of insight to every session. Participants don’t just learn how to serve — they learn how to understand. This blend of experience and psychology forms the foundation of MindAvnir’s training approach — one that connects people, boosts team performance, and leaves customers genuinely cared for.

What Value Does It Bring to Your Organization?

Great customer service isn’t just a nice-to-have — it’s a competitive advantage. When your team knows how to connect with customers authentically and professionally, you create experiences that build loyalty, drive repeat business, and elevate your brand’s reputation.

Here’s what that looks like in practice:

• Reduced customer churn through trust and rapport
• Higher satisfaction scores (CSAT, NPS, etc.)
• Improved employee morale and lower turnover
• Greater alignment between customer expectations and team delivery
• A service culture that reflects your organization’s core values

Customer Service Training

Benefits

Meet Your Trainer

What Value Does It Bring to Your Organization?

Better Conversations = Better Business.