Event Calendar

Start Date: 5/7/2026 8:00 AM CDT
End Date: 5/7/2026 4:00 PM CDT

Venue Name: MCAKC Knowledge Center

Location:

Event Website: https://www.mcakc.org/mspservicetraining

Organization Name: MCAKC

Contact:

This session is 7 of 8 in Mechanical Service Professional training program. Use the button below to register for this series. To register only for this seminar, click the registration button above.

Seven Deadly Sins of Customer Service

Thursday, May 7, 2026
8:00 AM to 4:00 PM - FULL DAY
Lunch included

This interactive workshop will equip participants with powerful communication skills to enhance customer relationships, boost retention, and increase perceived value. This workshop blends theoretical concepts with practical exercises, ensuring participants leave with actionable strategies to transform their communication skills and drive measurable improvements in customer satisfaction and business outcomes.
 
Key Focus Areas:

• Understanding and articulating company and employee value
• The R Cycle: Relationships, Retention, Related Sales, Referrals, Recovery
• Overcoming the Seven Deadly Sins of Customer Service 

The Seven Deadly Sins of Customer Service:

1. Neglecting Basic Customer Service Skills: Mastering name usage, manners, active listening, and positive body language
2. Mishandling Emotional Customers: Identifying common emotional states and implementing effective de-escalation techniques
3. Underutilizing Face-to-Face Communication: Analyzing your "communication pie" and strategies to increase meaningful personal interactions
4. Missing Crucial Communication Opportunities: Identifying and capitalizing on key moments to enhance the customer experience
5. Failing to Take Ownership: Distinguishing ownership from accountability and responsibility & understanding the impact of customer churn and retention
6. Overlooking Personality Perception: Completing personality assessments to recognize how others perceive your communication style
7. Inflexibility in Communication Approach: Applying the Platinum Rule to adapt your style for maximum effectiveness with diverse personalities

CEUs: 0.75

Cost: There is no charge for employees of MCAKC Member Contractors Signatory to Local 8 & 533.

$100 for Non-Members Signatory to Local 8 & 533.
$150 for Associate Members.
  Lisa Austin is the founder and President of Austin Training Advisors. As a business owner she’s responsible for the day-to-day tasks of launching and running a successful woman owned company. She has been developing and delivering custom employee development workshops since 1997 with a special emphasis on Customer Service, Effective Communication, and Employee Engagement. Prior to opening ATA, Lisa was a senior trainer for a large mutual fund company where she was instrumental at dealing with the challenges and frustrations faced in the fast-changing business world. She is a seasoned professional and her enthusiasm and energy make for a highly motivational experience.

Cancellation Policy
Cancellations for all MCAKC events must be received at least 2 Business Days prior to the event by email to learn@mcakc.org or by phone at 913-948-9200. Cancellations received after this time will be assessed a cancellation fee.

“No Shows”, except for emergencies, will be assessed a fee and invoiced $50 for a half day seminar, $100 for a full day, or the full amount of event expenses paid.