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Retail Customer Service

Customer Service is an essential component of every successful business. Comprehensive customer service creates an on-brand experience where customers feel like valued guests and look forward to their next visit. It is facilitated by the attentiveness of every employee. The Maryland Center for Hospitality Training is the region’s leader in Customer Service Training. We have experienced trainers and proven methods for training your staff to anticipate and meet the expectations of your customers.

Customized Training for Your Brand and Market

We work with our clients to develop customized training plans, so you can be assured that The Maryland Center for Hospitality Training will provide training that meets your needs. Through case studies, role playing, and class discussions tailored to your brand and market, we’ll practice meeting the needs of your customers with a Friendly Professionalism that creates customer loyalty.

As their skills and confidence increase, students gain a greater understanding of their role in customer care and brand representation. Through our training, your staff will learn the essential communication skills of active listening, developing empathy, and speaking clearly and knowledgeably about your brand and products. We’ll practice problem solving and conflict resolution techniques that build relationship and trust with your customers.

In order to strengthen the skills we teach, we offer a Train the Trainer component for managers, empowering them to coach staff in the strategies they’ve learned. Continued reinforcement of MCHT’s comprehensive approach to customer care ensures the best long term results.

Customer Service Training Increases Employee Retention

The interpersonal skills taught by The Maryland Center for Hospitality Training build relationships between employees as well as with customers. Learning how to communicate effectively, resolve conflict, and collaborate in problem solving changes how employees and managers interact with customers and with each other. Employees whose contributions to customer care and brand representation are valued and acknowledged will be more invested in the success of your business and their own success within it.

Customer Service Training Builds Customer Loyalty

In today’s marketplace, where consumers can buy almost anything online and have it delivered to their door, retailers face both local and global competition. By training your employees to integrate Customer Service into every interaction, you’ll transform the shopping experience for your customers. Customer Service training builds relationships between your brand and your customers, and between your employees, increasing loyalty in both. Contact The Maryland Center for Hospitality Training to learn more about how we can customize a training plan for your needs.

Training Service Categories

A leader in workforce development, The Maryland Center for Hospitality Training has the experience in customer service training our clients need. Our multifaceted approach promotes professional development and a positive organizational culture, while providing direct instruction in the technical skills required for superior customer service. We offer training for every career level and will design a suite of courses to fit your training needs.

Customer Service

  • Know Your Mission

  • Develop Relationships

  • Establish Trust

  • Cultivate Collaboration

Customer Loyalty

  • Respect Your Customer

  • Listen Attentively

  • Respond with Empathy

  • Find Solutions

Employee Engagement

  • Build Competency

  • Acknowledge Contributions

  • Recognize Strengths

  • Coach for Professional Growth


  • Communicate Clearly

  • Act with Integrity

  • Take Responsibility

  • Resolve Conflict

Process Improvement

  • Define Corporate Goals

  • Understand Processes

  • Identify Efficiencies

  • Eliminate Redundancies

Current Certifications

Customer Service

In competitive markets, Customer Service is an element that sets a business apart. Feeling valued as a customer boosts sales, improves positive reviews, and leads to customer loyalty. Providing exceptional customer service requires more than having designated Customer Service agents. It requires a fully trained staff ensuring your customers receive the attention and care they desire.

Conflict Resolution

Conflict is inevitable. Everyone brings their own expectations, values, personalities and histories to work with them. Those differences are a source of strength and creativity. They’re also a source of conflict. Conflict will happen, but conflict, in and of itself, is not a bad thing. Handled correctly, it is an opportunity to learn and grow.

Active Shooter

Active Shooter Training prepares us to survive the worst. It reduces panic and saves lives. The Department of Homeland Security states that the best way to effectively respond to an active shooter and help minimize loss of life is to create an Emergency Action Plan and conduct training exercises.

Hospitality Professionals

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.

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The Maryland Center for Hospitality Training is a leader in workforce development. Headquartered in Baltimore, we are dedicated to training residents throughout Maryland in customer service, business fundamentals, and leadership skills.


Contact Us

  • (800) 719-4190

  • P.O. Box 8693, Elkridge MD 21075

  • Monday - Friday: 9am to 7pm

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