Delivering Exceptional Customer Service

Excellent customer service is so much more than "smile training" or implementing useful technology. It is understanding what is important to your customer and designing service to exceed those expectations. Successful service delivery is an outcome of systems thinking. Learn to:

  • Understand the importance of developing stellar communications skills.
  • Be able to identify who your customer is and what they need.
  • Apply systems thinking to delivery of customer service.
  • Successfully diffuse difficult customers.
  • Develop strategies to make your job easier and more pleasant.

This one-day elective will be a participative learning experience with multiple opportunities to apply the principles. With a stronger understanding of customer needs and defined service standards, you will feel more comfortable delivering excellent service with the right tools and clear service expectations. Good service yields good business!

This elective session is one of a series of economic development courses, provided by UT Center for Industrial Services (UT CIS designed to share best practices and trends with Tennessee’s economic development practitioners, private industry leaders, community leaders and elected officials.

Date and Location:


Course Agenda:


Course Fee:

Registration $245 | Early Registration $195 (by: TBA)

The registration fee covers course materials, instruction, lunch and refreshment breaks. It does not cover hotel and other travel expenses. Registration is limited to 35 participants and is filled on a first-come, first-served basis.

IMPORTANT NOTICE:  Please remit payment for the course no later than 10-days prior to the course start date.  If payment is not received, you risk having your registration cancelled to make room for those on the waitlist.

Course Times:

Onsite check-in: 9:30 AM
Course: 10:00 AM - 3:00 PM 
Lunch Provided  

How to Register:

If you need assistance accessing your account, please contact us at 615-253-6371 or email us here.

You may also register by submitting a Course Registration Form by email. 

Cancellation and Refund Policy:

Cancellations made 7 days or more prior to the course start date will be eligible for a full refund or credit.  Cancellations made less than 7 days will be eligible for credit only for a future course.  

Dress Code:

The attire for the course is business casual.

Other TCED Economic Development Courses:


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Martha Kelley is a Performance Improvement Consultant for UT CIS, where she focuses on both internal and client-driven process improvement projects. Her background includes team and personal development coursework for a variety of university clients. She is skilled in continuous quality improvement, strategic planning, team training, and leadership development. She is certified in the Myer Briggs Type Inventory, the FIRO-B (Fundamental Interpersonal Relations Orientation – Behavior) assessment, and the CPI 260 executive coaching tool.

Audra Pinson is a Performance Improvement Consultant for the University of Tennessee Center for Industrial Services, where she provides consulting in the areas of organizational performance, process improvement, strategic planning, program evaluation, and program documentation.  She works with a number of teams within CIS to develop and refine processes that support both internal and external customers.  She has worked for Vanderbilt University, McGraw-Hill Education, Systems and Computer Technology Corporation, and Belmont University.  Her roles with each of these employers involved analyzing, developing, and implementing customer-focused processes.