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Customer Service Educational Forum
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Customer Service Educational Forum
November 2 - 3, 2017
Loyola University Chicago
Chicago, IL

The Customer Service Educational Forum will take place at Loyola University Chicago in Chicago, IL. 

Schedule (Preliminary)

November 2
  
8:30 a.m. – 9:00 a.m Registration
9:00 a.m. - 10:30 a.m. Welcome and Keynote speaker
10:45 a.m. – 12:15 p.m. Module 1 and 2
12:30 p.m. – 1:30 p.m. Lunch
1:45 p.m. – 3:15 p.m. Module 2 and 3
3:30 p.m. - 4:30 p.m. Ignite Sessions
November 3    
8:30 a.m. – 10:00 a.m. Module 1 and 3
10:15 a.m. – 11:15 a.m. Presenter Panel Q&A
11:15 a.m. – 11:30 a.m. Closing and Evaluations


Modules
: Attendees will be assigned a group during on-site registration and rotate between the three modules listed below.

Ignite Sessions: Informal conversations in roundtable format to discuss module topics from earlier that day. Attendees will choose a group based on their operations demographics.

Presenter Q&A: Attendees will have the chance to ask additional questions and/or discuss in depth the methodology of all three modules previously presented. be assigned to one of the previous day's modules to discuss in depth the methodology of that module and give feedback.


Educational Content

Keynote

Super Service™-- Seven Keys to Delivering Great Customer Service: Even When You Don't Feel Like It... Even When They Don't Deserve It!
Presented by: Jeff Gee, MJ Learning Inc.

Based on Jeff Gee's bestselling book published by McGraw-Hill Education, Super Service™ has been translated into four languages and is now in its 2nd edition. It has been generating an enthusiastic, open and willing attitude resulting in a culture of excellence within organizations worldwide. This keynote will explore the 'being of service' mentality. It will remind you of what you can control and the resources you already have to maximize your customer service abilities. It's all about YOU and how to be the best possible version of YOU.

 

Modules

Strategies for Delivering Exceptional Service (For Staff, Students, and Beyond!)

Presented by: Joe Fejeran, Conference Coordinator, University of California, San Diego

As conference and event professionals, we pride ourselves on being able to extend great customer service to our clients. This session will expand on our intrinsic abilities, as well as explore innovative strategies on how to deliver exceptional service.  We will look at methods and best practices learned from years of working in luxury hotels and then in a university setting.  We will explore inclusive communication and the importance of understanding our customers for repeat business. 

Learning Objectives:

  • Understand and identify your customers and their experience
  • Explore methods of communication, focusing on inclusion
  • Learn service recovery strategies, and how to mitigate customer dissatisfaction  

 

Paralleling Branding with Customer Experience

Presented by: Mari Gorda, Operations and Registration Manager, Georgia Institute of Technology

How is your conference and event operation’s brand influenced by customer service? Think of what you expect walking into a store or restaurant as a customer. Do you know that someone will greet you, smile, and offer assistance, or do you expect to be ignored and have to figure everything out on your own? Certain brands around the country and the world have built their reputation on the quality of their customer service, and the marketing of your operations can be based around this customer service and branding. Let’s take it to our campuses and see how we can establish our brand based on how we serve our clients.

Learning Objectives:

  • Assess the strengths within their institution’s customer service
  • Identify brand ambassadors
  • Establish a brand message tying the customer service and program’s expertise


Customer Focus -- Building a Customer-Centered Culture
Presented by: Jeff Gee, MJ Learning Inc.

The key to customer-centered service standards is creating your Customer Experience Map and identifying “touch points” or moments of interaction in which your customers “touch” or come into contact with your people, processes and products/services. It’s at these “touch points” that our customers decide if their experience is good, bad or indifferent. Let’s use this framework to make sure our “standards” and “touch points” relate to each other to support an amazing customer-centered culture. 

Learning Objectives:

  • Create standards that support a customer-centered approach to service delivery
  • Identify ways to encourage others to deliver customer-centered service using coaching
  • Learn the best practices for managing service recovery

Registration Rates

Earlybird
(Before 10/6/2017)
Register after
10/6/2017

ACCED-I Member $325 $350
Nonmember $375 $400


Included in your registration fee is all educational content and Thursday lunch.  

ACCED-I Financial Policy/Cancellation/Refund Policy:  ACCED-I accepts checks (U.S. funds only) and all major credit cards. Notification of cancellations received by ACCED-I by Friday, October 13, 2017 will be refunded, less a $50 administrative fee. Replacements are welcome.  No-shows are responsible for payment in full.  No refunds will be made after October 13, 2017.  If registration is made after October 13th, the above policy still applies.

ACCED-I Federal ID Number 84-1023816


Location

Loyola University Chicago, a private university founded in 1870 as St. Ignatius College, is one of the nation’s largest Jesuit, Catholic Universities and the only one located in Chicago.

Loyola University Chicago comprises four campuses: Lake Shore (LSC), Water Tower (WTC), Health Sciences (HSC), and the John Felice Rome Center in Italy, and is home to 11 schools and colleges: Quinlan School of Business, Marcella Niehoff School of Nursing, Stritch School of Medicine, College of Arts and Sciences, School of Communication, School of Continuing and Professional Studies, School of Education, School of Law, School of Social Work, Graduate School, and Arrupe College of Loyola University Chicago. Loyola also features course locations in Beijing, China; Saigon-Ho Chi Minh City, Vietnam; Vernon Hills, Illinois; and a Retreat and Ecology Campus in Woodstock, Illinois.

The mission of Conference Services at Loyola University Chicago is to provide our guests with an environment of excellence through unique and affordable event solutions. Our Jesuit academic setting encompasses state-of-the-art facilities, sustainable resources, exemplary customer service, and values-based leadership that thrives from diversity in a first-tier city. hotel


Lodging Information

A block of rooms has been reserved at the Whitehall Hotel for forum participants for a special rate of $189 + taxes and fees per night. Please make your reservation online here and use promo code "9078836" to receive the reduced rate. Or you  may contact the reservations desk by calling 312-944-6300 or 1-800-948-4255 (Outside IL) during business hours of 7:30 am - 5:30 pm M-F and 9:00 am - 5:30 pm Sat CST. Please ask for in-house reservations when calling. Guests may also leave a message at 312-573-6244 and the reservations desk will return the call promptly. Please mention the group name ACCED-I to receive special rate. Reservations must be made by October 6, 2017.

About the Hotel

The Whitehall Hotel sits at the confluence of the city's civic and cultural life, allowing guests an upfront view of luxury, innovation and exploration. Exquisite dining, thrilling nightlife, phenomenal public transit, unforgettable neighborhoods, and an ineffable sense of history permeate the experience of staying at The Whitehall Hotel. 

Located just steps off Michigan Avenue, The Whitehall Hotel offers one of the best locations in the city. From shopping on the Magnificent Mile, to the nightlife of Rush Street, you're in the heart of it all.

Through its rich history, the Whitehall has symbolized service and accommodation for generations of guests, hosting a number of amenities suited for any traveler. Our in-house dining serves gourmet Italian and Chinese cuisine that separates itself from other offerings around the city. Before venturing out, be sure to consult our guide to Chicago for recommendations on the city’s must-see attractions and other local highlights.