:: Instructor-led Classes

Exceptional Customer Service: Keep Your Best Customers

To register, visit the SBDP website.

Course Details

This workshop is designed to raise the level of awareness with regard to customers -- who they are, how they should be treated and how participants might be able to influence others within their organization by promoting customer conscious attitudes.

Course Objectives

Upon completion of this course, the participant should be able to:

  1. Provide a clear understanding of a "customer-conscious attitude"
  2. Identify who your customers are and what they expect
  3. Use tools provided in this workshop to improve your customer service
  4. Discuss the importance of standards and measurements
  5. Establish skills needed for an exceptional customer service culture

Business Success Skills Certificate Program

This class is eligible for the Business Success Skills Certificate Program. Participants who complete six classes will receive a framed gold seal Business Success Skills Certificate jointly from both The University of Texas at Austin Professional Development Center and City of Austin Small Business Development Program.


Understanding how to gain and keep your customers is vital for any small business owner. This course will enable students to apply learned concepts to establish a customer service culture in their own business.

Required Material


Prior to Class


Type of Course

Short course -- 3 hours

Course Outline

Part 1: Service -- 1.5 hours

  • Introductions
  • Overview of Course
  • Discussion of Customer Service
  • Key Elements: Policies, Processes, People

Part 2: Attitude -- 1 hour

  • Define Customer
  • Customer Expectations
  • Company Customer Service Statement

Part 3: Consistency -- .5 hour

  • Standards and Guidelines

Summary and Guide to Resources for Continued Development

City of Austin Small Business Development Program



Questions about this course?

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