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Dates:
November 19, 2025 - Foundations of Communication: Customer Service Success
December 2, 2025 (Rescheduled for Jan 7, 2026) - Escalation Stops Here: Mastering Calm Communication
January 21, 2026 - Pause, Breathe, Respond: Building Resilience in the Fast Lane
February 4, 2026 - The Gift Nobody Asked For… But Everyone Needs
February, 25, 2026 - Mastering the Route: Communication, Care, and Calm
Time : 10:00 – 11:30 AM
Location : Virtual
Speaker: Dr. Tonya Y. Miller
Audience: Designed for frontline staff, supervisors, and managers who engage with customers by phone, email, or in person.
Cost: Free, PPTA Members $195 Prospective Member
Session 1- Foundations of Communication: Customer Service Success
Excellent customer service begins with great communication. This session explores the fundamentals of understanding how we communicate and how others receive that communication. Participants will learn to recognize and understand unique communication styles, practice active listening techniques, and develop strategies for adapting their approach based on behavioral cues from others. Designed to enhance phone, email, and in-person interactions, this session sets the tone for excellence in every customer engagement.
Learning Objectives:
- Compare the four basic behavioral styles and how they influence customer interactions Identify active listening techniques to improve engagement
- Apply behavioral observations to adapt communication strategies in a variety of circumstances
- Enhance clarity and empathy in phone, email, and in-person communication
Session 2: Escalation Stops Here: Mastering Calm Communication
From impatient clients to frustrated coworkers, managing tension is part of the job. This session equips customer service professionals with proven de-escalation techniques to respond rather than react. Through real-world examples, participants will learn to navigate emotionally charged moments on the phone, online, and in everyday customer interaction, providing them with the skills to maintain professionalism while restoring calm.
Learning Objectives:
- Recognize different ways to resolve conflict in customer interactions
- Apply effective de-escalation techniques in phone, online, and in-person contexts
- Practice calm communication under pressure using practical scripts and scenarios
- Maintain emotional control and professional presence in challenging interactions
Session 3: Pause, Breathe, Respond: Building Resilience in the Fast Lane
Fast-paced, high-stress environments can take a toll. This webinar focuses on building two critical skills for service professionals: emotional intelligence and personal resilience.
Participants will identify personal stress triggers, develop self-regulation strategies, and gain tools for staying grounded and focused, even during chaotic moments.
Learning Objectives:
- Define emotional intelligence and its role in customer service success
- Recognize personal stress triggers and their impact on professional behavior
- Implement self-regulation techniques to reduce reactivity
- Foster resilience through social awareness, regulation and networking
Session 4: The Gift Nobody Asked For… But Everyone Needs
Complaints can feel uncomfortable—but they’re also opportunities in disguise. This session helps shift the mindset around customer complaints, reframing them as valuable feedback. Participants will explore techniques for receiving, responding to, and resolving complaints while maintaining customer trust and professionalism.
Learning Objectives:
- Reframe complaints as growth opportunities for individuals and organizations
- Demonstrate techniques for responding to complaints with empathy and professionalism
- Apply structured approaches to resolve common complaints in the transportation setting
- Build confidence and consistency in managing difficult customer feedback
Session 5: Mastering the Route: Communication, Care, and Calm
This capstone session brings together the tools, strategies, and insights gained throughout the series. Participants will explore how to integrate effective communication, emotional regulation, and problem-solving into a daily customer service mindset. Through case scenarios, discussions, and reflections, this session reinforces practical applications and provides a takeaway “toolbox” for confident and consistent service delivery across the transportation experience.
Learning Objectives:
- Synthesize strategies from previous sessions into a cohesive customer service approach
- Demonstrate how to respond to real-world service challenges with clarity and professionalism
- Build a personal communication and resilience “toolbox” for future use
- Create an action plan for applying the series content within your current role and team
