Event Calendar

Thursday, February 3, 2022

Driving Customer Service to Enhance Results - Virtual

Start Date: 2/3/2022 10:00 AM CST
End Date: 2/3/2022 12:00 PM CST

Venue Name: Live Virtual Course - Zoom

Organization Name: MCA Affiliate Alliance

Jacki Conn
Email: jconn@mcakc.org
Phone: (913) 948-9200

Driving Customer Service to Enhance Results

Dale Carnegie Seminar
Live Webinar Via Zoom

It might sound simple but driving profitability and growth stems from customer service and satisfaction When it comes to customer service, attitude trumps aptitude. Demonstrating behaviors of helpfulness, genuine interest and respect influences customer behavior moving them from indifferent to loyal. And superior customer service entails a series of finely interconnected activities that begin with the customer’s first point of contact and continues through to their next encounter.

Even more challenging, customers today have higher expectations than ever before. They have the tools and take the time to seek out the organizations that will not only meet, but also exceed, these high expectations. A structured process for exceeding customer expectations is necessary if you hope to outdistance your competition.

Upon completion of this program, you will be able to:

  • Build customer relationships by incorporating the Four Drivers of Customer Service.
  • Maintain consistently positive attitude by applying Attitude Control Principles.
  • Use conversational language to keep the interactions casual and relaxed.
  • Manage customer expectations in order to exceed them.
  • Implement a customer expectations management process.

Cost: FREE to employees of Signatory Contractors and Associate Members.

Program hosted by the MCA Affiliate Alliance.


Using strong communication and leadership skills, Katie Lane develops high performers. Katie started at Dale Carnegie in 2008 helping businesses develop strong leadership cultures. She quickly became a certified trainer and expanded her skillset as a facilitator. Now heading the St. Louis office as COO and Master Trainer, she is responsible for ensuring high quality training experiences for clients. Her ability to balance rigor, fun, and efficiency are what creates a growing and engaged delivery team and office in St. Louis.
Katie started her career with Dale Carnegie. After spending some time in physician recruiting, she was pulled back to Dale Carnegie by her passion for helping others develop themselves. She has extensive experience in working within the construction and manufacturing industry. Whether communication, customer service, leadership or sales, her passion guides her and is what drives her success.