AMT's 39th Customer Service & Support Conference
AGENDA
(formerly the Service Management Conference)
May 1-2, 2008
Dayton Marriott Hotel
Dayton, Ohio
Designing a Customer Service Roadmap
| Thursday, May 1, 2008
|
|
| 7:00 am - 8:00 am | Breakfast / Registration |
| | |
| 8:00 am - 8:20 am | Welcome and Introductions |
|
| 8:20 am - 9:30 am | Opening Session
The Value Proposition to Service Excellence: Keeping the Goal in Mind |
|
| 9:30 am - 9:45 am | Break
|
|
| 9:45 am - 10:15 am | Round Table Discussion
Capturing the "Industry Knowledge" of the Conference Participant Customer Experience: Setting the Course |
|
| 10:15 am - 12:00 pm | Four Factors of Service Excellence Part I
Leadership & Workforce Engagement (Human Factor)
Operational Pillars (Process Factor) |
|
| 12:00 pm - 12:50 pm | Lunch
|
|
| 1:10 pm - 2:55 pm | Four Factors of Service Excellence Part II
Uncovering Customer Viewpoints (Perception Factor)
Attention to Results (Accountability Factor) |
|
| 2:55 pm - 3:00 pm | Wrap Up and Announcements
|
|
| 3:00 pm - 6:00 pm | Enjoying the Journy
Wright Patterson Tour / Networking Event |
|
| 7:30 pm | Dinner |
|
| | |
| Friday, May 2, 2008
|
|
| 7:00 am - 8:00 am | Breakfast
|
|
| 8:00 am - 8:15 am | Announcements |
|
| 8:15 am - 10:00 am | Creating the Milestones of Service Excellence: Four Factor Analysis
Constructing Guidebook of Tools, Standards, Best Practices,
Lessons Learned of Four Key Elements |
|
| 10:00 am - 10:15 am | Break
|
|
| 10:15 am - 11:00 am | Navigating the Speed Bumps of Service Encounters |
|
| 11:00 am - 11:45 am | Implementing Action Items
Getting on the Road of Lessons Learned |
|
| 11:45 am - 12:00 pm | Next Destination
Evaluation, Survey & Feedback for Future Planning |
|
| |
Register Now
