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CUSTOMER SERVICE EXCELLENCE TRACK:
Gaining the Competitive Advantage:
Customer Service Strategies to Boost Business
DAY ONE: Thurday, April 25th
9:45 am – 11:30 am
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
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
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.
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
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
(what to do when things go wrong)
•
Developing Individual Action Plans
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
A I C C
2 0 1 3 S P R I N G M E E T I N G 5