Leadership Albany’s CustomerCentric training program will offer two courses on February 24th aimed at providing businesses with the resources to deliver stellar customer service, with the goal of increasing customer and brand loyalty, and polishing the community’s image as a first-class service center.

CustomerCentric will offer basics course, Part I, and “Exceptionalizing the customer service experience,” Part III. Part I is a fast-paced course that delivers the basics of customer service that every business should practice. Part III builds on the core skills needed to work with customers in person, by e-mail and over the phone. It focuses on exceptionalizing the customer service experience to ensure the consistent and positive delivery that keeps customers loyal and prompts them to become brand ambassadors.

“First impressions often determine if a relationship between a business and a customer will develop, yet too often customer service training is either a small component of the work force training or not provided at all,” said Mary Ligon, director of Leadership Albany, which has retained Rita Suiter to deliver CustomerCentric. “Customers want a good first experience, and they want consistently good experiences. Part I and Part III of CustomerCentric will provide program participants with the skills and tools necessary to keep the customer focus at the forefront so they can create unique, positive experiences for them.”

Suiter, of Five Star Customer Service Strategies, focuses on helping her clients create and sustain a polished, professional and seamless customer experience. Suiter assists her clients in improving their service culture and enhancing their service delivery. She is a graduate of the Institute of Organization Management and an alumnus of the Disney Institute and a Certified Customer Service Specialist.