What Will I Learn?

  • How customer service impacts brand loyalty and what that means for employees
  • Communication skills necessary for excellent customer service
  • Techniques for more active listening
  • Specific ways to express empathy for customers
  • How to diffuse interactions with frustrated or angry customers
  • How to provide service that leaves customers feeling satisfied and loyal to the Brand


Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. This course is designed for employees who are new to customer-facing roles or those who are seeking to improve their customer care communication in practical ways. The course will provide a brief overview of why excellent customer communication is essential to brand loyalty and company success. The characteristics of quality customer communication will be discussed and practiced via interactive role-play activities. Participants will learn practical techniques for taking difficult interactions with customers and converting them to Brand loyalty-building experiences.

Walk Away With

  • An awareness of why and how customer-facing employees impact overall Brand loyalty and success
  • List of skills essential for effective customer communication
  • Techniques to improve your skills for: active listening, expressing empathy, and managing difficult customer interactions

Who Should Attend?

  • Employees in customer-facing roles whose performance reflects on the Brand
  • Employees who are new to customer-facing roles within the retail or service industry
  • Those seeking to improve their customer care skills in practical ways

Instructor Bio

Julie Underwood

Communication is a passion for Julie Underwood. She has been teaching others about best communication practices for over 20 years as a high school speech teacher, competitive speech and debate coach, and Communication 101 adjunct professor at the College Of Southern Idaho. Julie has taught college-level  communication courses for more than a decade and has developed others’ public speaking skills throughout her career. Having worked as a public relations professional in college admissions for both The College of Idaho and Boise State University, she knows what it means to represent an organization in a Brand loyalty-building capacity. Her expertise is helping individuals effectively express themselves and develop the foundational communication skills that lead to success in both career and personal relationships. Julie is the Founder/Owner of Focus For Leaders, a performance coaching and training business. 

When she isn’t working, Julie enjoys hiking in the South Hills and remodeling her 100-year-old adobe home in Patagonia, Arizona. She and her husband of 32-years consider themselves “construction junkies” who always have a project. When the adobe remodel is complete, they hope to split their days between Idaho and Arizona.