Learn How to Deliver an Outstanding Customer Experience from NEI Instructor Frank Favaro

MCAA’s National Education Initiative (NEI) Seminars bring our best programs to your local association or your company thanks to instructors like Frank Favaro, the founder and President of ServeCentric Coaching in Cleveland, OH. Frank teaches leaders, sales employees, project managers, and others where companies drop the ball and how to avoid those same mistakes while improving customer interactions, relationships and service.

As the first CX Coach certified by the renowned DiJulius Group, Frank has set a high bar in the customer experience domain. His approach, distinguished by impressive credentials and holistic methods, was shaped during his successful tenure as
one of MSCA’s top account executives from 2016 to 2020.

“I’ve lived and breathed the challenges and triumphs of this industry. Now, my mission is to empower others with the strategies that led to my success.”

Frank Favaro, Instructor, NEI Customer Experience Seminars (CES)

At the core of Frank’s philosophy is the conviction that the pinnacle of sales and marketing effectiveness lies in delivering exceptional customer experiences.

Frank’s Customer Experience Seminars (CES) offer an immersive and insightful journey, specifically designed for individuals engaged in customer and employee interactions who play a key role in driving profitability.

With a focus on practical strategies and real-world scenarios, the CES courses will explore several pain points that many companies face in maintaining consistent service quality and effective customer communication.

The courses include:

• CES 101: Service Excellence Made Simple – Building a strong foundation in customer service.
• CES 102: Proven Customer Acquisition Strategies – Effective approaches to attracting new clients.
• CES 103: Growth Through Retention – Expanding Business Without Chasing Strangers – Expanding your business by keeping existing customers satisfied.
• CES 104: Climbing to the Top of the Relationship Ladder – Techniques for developing deeper client relationships.
• CES 105: Effectively Navigating Pricing Conversations – Best practices for discussing pricing with customers.
• CES 106: Service Recovery: Turning Mistakes into Wins – How to recover from service failures and turn them into opportunities.
• CES 107: The Recognition Advantage: How to Make Work Fun, Competitive & Performance-Driven – Creating a performance-driven, competitive, and fun work environment.
• CES 108: The Customer Service Secrets of Industry Leaders – Learning from the best in the business.
• CES 109: Coaching Managers to Be Coaches: Developing High-Performing Leaders – Building a high-performance culture through leadership development.
• CES 110: Frontline Excellence: Nailing Customer Interactions – Mastering the art of customer-facing interactions.

Like our other NEI instructors, Frank brings his unique blend of industry and teaching experience to virtual courses. Providing top notch, accessible education for everyone in your organization is what the MCAA’s NEI is all about! Visit the NEI website for more information about these seminars and a full list of the NEI courses available to MCAA members.

Book your courses via the NEI website, then apply for a 20% rebate on the instructor fees, up to $5,000 per class. This benefit is available only to MCAA members and local affiliates in good standing who book courses via the NEI website. Learn more about the rebate program here. Have questions or need personal assistance? Contact MCAA’s Frank Wall or call him at 301-990-2215.