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:

Coming Soon!

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.

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 Carol Jones at 615-253-6371 or

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

Cancellation and Refund Policy:

Payment needs to reach our office two weeks prior to the class. No refunds or credits will be issued for cancellations one week or less prior to the first date of class, but credit may be applied towards another UT CIS course.

Dress Code:

The attire for the course is business casual.

Other TCED Economic Development Courses:


Kelley Pinson

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.