AICC Boxscore 2013

CUSTOMER SERVICE EXCELLENCE TRACK: Gaining the Competitive Advantage: Customer Service Strategies to Boost Business Who should attend: Customer Service Representatives and Managers, Quality Service Managers, General Managers, Sales Managers or anyone responsible for exceeding customer expectations

DAY TWO: Friday, April 26th 8:30 am – 10:30 am

Workshop Presenter: (both days) DEBBIE ZMORENSKI OWNER/CEO MOREN ENTERPRISES Over the course of a 34-year career with the Walt Disney World Company, Debbie worked her way up in the organization, holding leadership positions in Restaurant Management, Human Resources, Training

You think you're doing a good job, but are you? Do you have things to fix or could your organization do even better? Measuring and tracking the service experience may be as important as the experience itself. Key Topics: • Leverage Your Points of Contact to Create Exceptional Service Processes • Learn to track and measure the service experience you are delivering • Strategies and tactics for service recovery

and Development, Customer Service, Production Manufacturing, and Resort Operations. For over five years, she was a Senior Facilitator and Content Specialist with the Disney Institute, sharing Disney’s best practices with organizations from around the world.

DAY ONE: Thurday, April 25th 9:45 am – 11:30 am

(what to do when things go wrong) • Developing Individual Action Plans

When it comes to gaining the competitive advantage through loyal and committed customers, good is not good enough! In this interactive two-part workshop series, you will learn strategies, tactics and tools, combined with practical application that will enable you to gain and maintain competitive advantage through excellent customer service. Key Topics: • Building a Brand Name & Culture that Customers Will Know & Love • How to use service to stand apart from your competitors: Tips & Tricks • Going from mediocrity to superiority: Simple changes you can make today • Keys to create that positive association of stellar service with your brand Happy Employees Lead to Happy Customers: The “Two-Way Street” of Customer Service: • Culture building for your staff that leads to genuine smiles that customers notice • Tools you can use to monitor & benefit from customer and employee feedback • Strategies to streamline the customer experience and create hassle-free interactions

ROUND TABLE DISCUSSION: Folding Carton & Rigid Box Friday, April 26th 7:15 am – 8:15 am The industry round tables are moderated group discussions on topics of interest and best practices. This session is a special group discussion forum for AICC FOLDING CARTON AND RIGID BOX MAKERS . Here is your opportunity to discuss issues important to your business and hear about the latest innovations from Folding Carton and Rigid Box equipment suppliers. Come ready to share and learn from your industry colleagues. Who should attend: Folding Carton and Rigid Box makers and their suppliers

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