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Customer Service

Enterprise Center at Salem State University
121 Loring Ave | Salem, MA, 01970

February 13, 2019 @ 9:00 am - 3:30 pm

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picture of people arm in arm looking at hand drawn illustrations on a white wall.

Customer Service

Wednesday, February 13, 2019

The Enterprise Center at Salem State University

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Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.
This one-day program will cover:
Part 1: Winning with the Customer
  • Do You Have What It Takes to Win with the Customer?
  • Comparing Customer Service to a Refrigerator
  • What Is Quality Customer Service?
  • Four Reasons Why Quality Service is Important
  • Adopting a Customer Service Perspective
  • Why Winning at Customer Service is Important to You
  • Summary
Part 2: Showing a Positive Attitude
  • Why a Positive Attitude Is Important
  • Communicate Your Best Image
  • Monitoring the Sound of Your Voice
  • Using the Telephone Effectively
  • Staying Energized
  • Summary and Follow-Up
Part 3: Identifying Customer Needs
  • Identifying Customer Needs
  • Understanding Basic Needs
  • Recognizing Customer Timing Requirements
  • Stay One Step Ahead of Your Customers
  • Remaining Attentive
  • Using a CRM System
  • Summary
Part 4: Providing for the Needs of Your Customers
  • Providing for Your Customers’ Needs
  • Meeting Basic Customer Service Needs
  • Performing Important Backup Duties
  • Sending Clear Messages
  • Saying the Right Thing
  • Selling Your Organization’s Uniqueness
  • Meeting the Computer Challenge
  • Preparing for the Unexpected
  • Summary
Part 5: Making Sure Your Customers Return
  • Making Sure Your Customers Return
  • Soliciting Customer Feedback
  • Handling Complaints Effectively
  • Getting Difficult Customers on Your Side
  • Taking That One Extra Service Step
  • Reviewing the Actions that Cause a Customer to Return
  • Striving for Quality Customer Service


February 13, 2019
9:00 am - 3:30 pm


Salem State University


Username 1
Isa Beltre


Enterprise Center at Salem State University
121 Loring Ave
Salem, MA 01970 United States
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Isa Beltre

Isa Beltre has had a lifelong love affair and healthy obsession with fashion, shopping and the inner workings of retail. She is also an eternal optimist who loves making people feel motivated and happy, good about themselves and excited for the future. This led her to blaze a path after college developing a solid and exciting career with extensive experience in merchandising, marketing and financial planning at various retail companies such as Macy’s, Filene’s and The Limited.

Ms. Beltre has held many positions in corporate retail from buying, merchandising, planning/allocation and marketing. Her focus has always been the customer experience, analyzing data and trends and turning it into strategy for positive results. As the VP of Merchandising for Macy’s, she led the Northeast Region for women's apparel and was responsible for a team of 10 tasked with delivering $895M in annual sales including Herald Square, Macy’s flagship store in New York City. Isa brings together all of this experience and enthusiasm and finds the perfect balance between the “art and science of retail.”

Currently, Isa is consulting for Lux Couture, a luxury retailer in the Boston area. In addition to her retail career she is a passionate educator. She is an Adjunct Professor teaching Marketing and Retailing at Bentley University.

Isa is a double falcon having graduated from Bentley University with a BA in Marketing as well as obtaining her Masters in Information Age Marketing. She has deep roots in her community and had served as a Board Member of two non-profit organizations: Girls Incorporated of Lynn and KodeConnect in Brockton.