MRC - Manufacturers Resource Center


Customer Service


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Companies invest in customer service training to increase customer satisfaction and brand loyalty.  Here’s how customer service training benefits your business

Higher Employee Motivation.

When you invest in customer service training for your employees, they understand how their role affects the company’s success and it motivates them to increase the quality of their engagements with customers.

Increased Customer Satisfaction, Loyalty, and Retention. 

Customer Satisfaction Rating Image

A good training program helps employees improve their customer service skills, as well as their skills in listening, communication, and problem-solving. When employees are trained in all aspects of dealing with customers, their interactions change dramatically.  The result is better customer service and consumer satisfaction.  The more your customers are made to feel respected and appreciated, the more likely they are to remain loyal to your business.

More Profits

Your employees will go the extra mile to satisfy customers with a well-designed customer service training program.  Satisfied customers return again and again, and profits increase as new customers are drawn by your reputation.

Here’s the MRC difference

Customer Service Training Outline

What’s holding your team back from delivering consistent five-star service?  MRC’s comprehensive Customer Experience 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

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

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.

Download Flyer | MRC Customer Service Development Program

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

Wendy Beltzner - Director, Leadership Development and Training Strategy MRC

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, and a Certified Everything DiSC Practitioner.



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