Customer Service for the Skilled Trades
Instructor: Steve Header
Course Description:
Customer service is what sets great trades professionals apart. In today’s competitive market, your ability to communicate, build trust, and create a positive customer experience is just as important as your technical skills. This dynamic, hands-on course is designed specifically for skilled trades professionals who want to elevate their impact in the field and strengthen customer relationships.
Participants will gain practical strategies for clear communication, managing customer expectations, and handling challenging situations with confidence and professionalism. From the first interaction to job completion, you’ll learn how to deliver service that leaves a lasting impression and builds loyalty.
Whether you’re working in the field or leading a team, this training will help you stand out, generate repeat business, and turn satisfied customers into strong advocates for your company.
Course Overview:
Upon successful completion of the course the student will be able to:
• Demonstrate professional communication techniques when interacting with customers in field and service environments.
• Apply active listening skills to better understand customer needs, concerns, and expectations.
• Explain technical information in clear, customer-friendly language without jargon or confusion.
• Manage customer expectations by setting realistic timelines, outlining service processes, and confirming understanding.
• Identify and respond appropriately to challenging customer situations using de-escalation strategies.
• Exhibit professionalism in appearance, attitude, and behavior while representing their organization on job sites.
• Build and maintain positive customer relationships that support repeat business and customer loyalty.
• Recognize the impact of strong customer service on company reputation, referrals, and long-term business success.
Refund Policy
Any student who wishes to drop a course may do so by visiting or calling any of the campus Welcome Centers. These requests must be made no less than one calendar day prior to the first class meeting date to be eligible for a full refund of tuition and fees (except for any tuition or fees noted as nonrefundable).
Unless otherwise specifically stated or approved, no refund will be issued after a course-start date.
We do not issue partial refunds in the event that a student starts a course late or does not complete the course.
Course Dates/Times:
June 16-18, Tuesday - Thursday (4PM-6PM)
June 23-25, Tuesday - Thursday (4PM-6PM)
Must attend all six days
Cost: $259
Class Location:
Midtown Trade and Technology Center; Room 228
1523 N 4th St
Harrisburg, PA 17102
Format: In-Person
Please feel free to email us if current class listing is unavailable.
