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Customer Experience Essentials | Spring 2027
Event Date
May 13, 2027
Event Time
8:00 AM
Event Location
Manufacturers Resource Center, 7200A Windsor Dr, Allentown, PA, 18106
Every role has an impact, and every interaction matters. Unlock your team’s potential to deliver consistent five-star service.
MRC’s comprehensive Customer Experience Essentials | Delivering Excellence program helps team members at all levels recognize how their work directly influences the customer experience, whether they are serving external clients or supporting internal teams. Participants will strengthen their understanding of service principles, gain tools for engaging with both internal and external customers, and learn how to consistently deliver experiences that build trust, satisfaction, and loyalty.
Through real-world examples, interactive exercises, and best-in-class service models, this training shifts the focus from simply completing tasks to creating meaningful moments. Participants will define the “nonnegotiables” of excellent service, learn how to respond effectively to challenges, and walk away with strategies to elevate their personal
contribution to a strong, service-driven culture.
COURSE HIGHLIGHTS
- Mapping the Customer Experience
- Defining a Service Culture
- Identifying Customer Behavior Profiles
- Exceeding Expectations in Action
- Communication Effectiveness
Who Should Attend
This program is ideal for team members in roles that influence the customer experience, including those who interact with both internal and external customers. This may include those in Continuous Improvement, Project Management, Lean, and Engineering, as well as front-line service providers, customer service representatives, supervisors, and managers. Anyone within an organization who delivers service directly or supports the end user.
Questions? Contact Nicole Pierce at (484) 655-4873 or nicole.pierce@mrcpa.org.
Instructor
Mitchell Roedema | MRC – Leadership Development and Training Strategy Manager
Mitchell is a dynamic leader in leadership development, with over six years of experience empowering teams and transforming workplaces. Mitchell supports teams through learning programs focused on growth, leadership, and performance.
Mitchell’s collaborative approach puts people first. Her thoughtful strategies bridge the gap between theory and practice, making professional development feel relevant, engaging, and inspiring.
With a talent for facilitation, instructional design, and project management, Mitchell delivers practical, scalable solutions tailored to today’s workforce’s real-world needs. From shaping engaging onboarding experiences to developing impactful coaching tools and leadership content, she ensures learning is not just effective but also meaningful and accessible for both new hires and seasoned professionals.
Mitchell is a Certified DiSC Practitioner and holds a Creating Leadership Development Programs certificate from the Association for Talent Development, as well as credentials in Learning & Development and Human Resources from HRCI and Udemy.
ENTER REGISTRATION INFORMATION
Note: All registration fees must be received in advance of the date of your event. MRC must be notified two weeks in advance of this event if you need to cancel, otherwise we can only grant a credit to another MRC event. Remember, you can also send a substitute.