TRAINING & EVENTS

Cost: $199 ( $169 early bird if registered by March 25)

Exceptional service isn’t a lost art – it’s your competitive edge.

Whether you’re supporting external clients or internal team members, every interaction shapes how people feel about your company. This session dives into the moments that matter most – from the first impression to the final follow-up – and equips you with practical tools to create meaningful, lasting connections.

Learning Targets:

• Identify and understand your customer (internal and external)
• Master the first 7 seconds: make a powerful initial connection
• Communicate with clarity, empathy, and confidence
• Stand out with service that makes customers eager to come back

Explore key moments that shape meaningful customer interactions -from the initial connection to standout service. Learn how to build trust, handle tough conversations, go above expectations, and end with questions that confirm satisfaction and leave a lasting impact.

About the Instructor: Lisa Pustelak

Lisa Pustelak is NWIRC’s Culture Development Manager. She has over 25 years of experience working with companies to help people develop their potential. Lisa is a certified Professional Coach through Duquesne University, certified Balance Score Card Professional, certified DDI Facilitator, and a member of Women in Manufacturing, NTMA, Association of Talent Development, and PA Business and Professional Women. She develops leaders and employees with onsite or public training programs on topics such as critical thinking, leadership development, communication skills, strategic planning, culture development, and coaching.