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

Explore Your Career Options

If you are interested in learning about career opportunities in the Magic Valley take a look below.

If you are interested in learning more about our Work-Based Learning Center resources explore your options below.

Instructor Bio


Julie Underwood founded Focus For Leaders to help new to mid-career employees set and achieve personal and professional goals to optimize their leadership trajectory over the course of their careers. Julie believes that “leadership is influence, nothing more and nothing less.” As a success coach and trainer, Julie understands the challenges faced by professionals at various stages of their careers and garners her expert communication skills to enrich her students. With over 20 years of instructional experience, Julie has honed her presentation skills to perfection, delivering inspiring and motivational content that sticks with audiences long after they have left the room. Her teaching style is both engaging and fun, making learning an enjoyable experience that participants love.

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.