MRC - Manufacturers Resource Center


Customer Service Development Program

Customer Service Development Program 2023 header image

Date(s) - January 19th, 2023 - February 9th, 2023
8:00 am - 12:00 pm

Manufacturers Resource Center

7200A Windsor Drive
Allentown, PA 18106

Thursdays, January 19, 26, February 2, and 9, 2023
8 AM – 12 PM

  $795/person, $725 before Dec.22, 2022 Meals, beverages, and materials included WEDnet eligible   Register  



What’s holding your team back from delivering consistent five-star service?  MRC’s comprehensive Customer Service development program enables service providers to understand customers’ wants and needs to turn ordinary interactions into extraordinary experiences.  By reframing their thinking from task to opportunity and defining a comprehensive list of “non-negotiable” behaviors, they will be better equipped to make a powerful impact on service culture. Through examining high-quality service standards and best practices of industry leaders, they also gain proficiency in how to differentiate their brand and turn service failures into experiences that build trust and loyalty.

Course Highlights

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  • Mapping the Customer Experience
  • Defining a Service Culture
  • Customer Behavior Profiles
  • Communication Effectiveness:
    Understanding Needs / Listening Techniques, The Art of Persuasion and Negotiation, Telephone Service Skills, Email Communication, Customer Meeting Etiquette
  • Exceeding Expectations:
    Handling Mistakes, Saying “No” the Service Way, Delivering Bad News, Defusing Negative Emotions, Making the Customer Right

Who Should Attend

Front-line service providers, customer service representatives, supervisors, managers, or anyone within a manufacturing organization who either provides service directly to the end-user or supports someone else who does.

Questions? Contact Nicole Pierce at (484) 655-4873 or

Download Flyer | MRC Customer Service Development Program

Instructor | Wendy Beltzner | MRC – Director, Leadership Development and Training Strategy

Wendy Beltzner image

Wendy has over 25 years of experience in training and curriculum development, specializing in leadership and customer service with companies from all industries throughout Northampton, Lehigh, and Carbon counties.  She has previously worked for Fortune 500 service giants such as IBM and Manpower Inc., advancing her career from entry-level through various levels of management.  Wendy is also an entrepreneur.  She created, owned, and operated the Lehigh Valley’s first children’s museum designed with an emphasis on soft skills education.  She has also co-owned an award-winning, ice cream retail and wholesale business with her husband for the last 30 years.  Wendy earned her B.S. degree in Marketing from Oral Roberts University, is a Certified TWI (Training Within Industry) Job Instruction Trainer, a Certified Everything DiSC Practitioner, and a member of ATD (Association of Talent Development).


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.


Ticket Type Price Spaces
Discount Ticket until Dec. 22, 2022 (regular $795.00)
Customer Service

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