Start Date: 2/22/2023 8:00 AM CST
End Date: 2/22/2023 12:00 PM CST
Venue Name: MCAKC Knowledge Center Location:
10955 Lowell Avenue, Suite 1050
Overland Park, KS United States 66210
MCA of Kansas City
Customer Service Essentials for Service Pros
In this seminar, service associates will learn best practices to deliver outstanding customer experiences. We’ll discuss customer expectations, learn strategies to be proactive, use techniques to work with difficult customers, and spend time practicing these skills through open discussions, role play, and small group activities. You’ll learn how to communicate with customers and make a customer service plan.
This course is designed for service-side employees.
- What customer service means to the company, the client, & you
- Types of customers
- Identify your level of customer service
- The silent killer, the zone of indifference
- Communication, attitude and first impressions
- Perception is reality
- Building Rapport
- Anticipating the customer’s expectation
- Proactive vs Reactive
- Positive customer service plan
- Impactful monuments (IMs)
- Recovery from mistakes
- Dealing with a challenging customer
- Is the customer always right?
started his career as a steamfitter with Local 602 in the Washington D.C. region, and after completing his apprenticeship, went on to become an instructor for the Union Apprentice Program. He has dedicated his life to teaching, coaching, and helping contractors be successful. He spent 45 years working his way through every job title in mechanical contracting. He’s served on countless committees, taught apprentices of his own, and finally after serving as the National Chairman of MSCA, he decided it was time to retire. But retirement for Woody doesn’t look like rounds of golf and beers on the beach. Rather, it’s more of an extension of his passion for education in the trades.
“I’ve had a chance to be around some of the most brilliant people in my industry — folks that are really focused on doing things right and improving at every turn. So that’s helped me to have that same mindset and learn from both the good and not-so-great things I’ve seen,” says Woody, reflecting on his life in the trades.
$150 Signatory Contractors
$250 Associate Members'
Cancellations for all MCAKC events must be received at least 2 Business Days
prior to the event by email to firstname.lastname@example.org or by phone at 913-948-9200. Cancellations received after this time will be assessed a $100 cancellation fee.
” will be assessed a fee (see below) and invoiced accordingly.
Event Duration: Up to 4 Hours
Event Duration: Over 4 Hours (Should the event cover more than one day, this fee will apply for each day of event)