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.
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.
Wendy has over 25 years of experience in training and curriculum development, specializing in leadership and customer service with companies across Northampton, Lehigh, and Carbon counties. She previously worked for Fortune 500 giants like IBM and Manpower Inc., advancing her career from entry-level through management. Wendy is also an entrepreneur, having created the Lehigh Valley’s first children’s museum focused on soft skills education, and she co-owns an award-winning ice cream retail and wholesale business with her husband. Wendy earned her B.S. in Marketing from Oral Roberts University, is a Certified TWI Job Instruction Trainer, a Certified Everything DiSC Practitioner, a Certified Five Behaviors Practitioner, a Certified Emotional Intelligence Practitioner, and holds a Servant Leadership Certificate. She is also a 2024-2025 member of ATD.