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Work Truck Show 2014 Special Sessions

In addition to the concurrent educational sessions offered at the NTEA Convention, the following Special Sessions are also available. These sessions range from 2-3 hours. A ticket is required to attend a Special Session (not included in any package).

Register now for The Work Truck Show and purchase your Special Session ticket(s)!

 

Customer Service: Creating a World-Class Service Organization
Tuesday, March 4, 8:30AM–11:30AM
World-class customer service is not simply a matter of smiling employees who say “please” and “thank you.” Everything your customers see, hear or touch impacts their experience. “Everything speaks.” This program, presented by recognized speaker, trainer and consultant Dennis Snow, will highlight how delivering world-class service requires careful orchestration of the entire customer experience.

During this session, attendees will discover:

  • The key points of contact that make or break the customer experience.
  • How to elevate the customer experience from ordinary to extraordinary.
  • Customer service processes that make service excellence “business as usual.”

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company, where he managed various operating areas throughout the park and learned what it takes to run a world-class, service-driven operation. He launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies, including ExxonMobil, AT&T and Coca-Cola. He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. Today, Dennis is president of consulting firm Snow & Associates, Inc., providing corporate training to such clients as Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital.

Presented by: Dennis Snow, President, Snow & Associates, Inc. (Orlando, FL)
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Parts and Service Marketing: Making a Difference
Tuesday, March 4, 8:30AM–11:30AM
The dramatic changes that have taken place over the past 10 years, and those ahead, demand a more professional, productive and profitable product support operation. This session will review six key elements to help your company effectively build a parts and service marketing plan.

  • The Service Focus — Customer service is no longer a fad; it has become serious business. Explore the various aspects of customer service and learn ways to improve your skills.
  • Defining Customers — Today, the word “customer” has become a broad and generic description of who we serve. Utilizing a broad array of categories, learn how to better and more completely define customers in each of your company’s market segments.
  • Customer Relations — Customer expectations must be understood and shaped. When, why and how can these expectations be changed in order to provide systems, procedures, methods, tools and training that will effectively meet customer needs? Satisfying expectations requires internal excellence in every aspect of your business.
  • Designing Service Excellence — Understanding who your customers are and what they require is critical in designing service excellence. People perform services, build and satisfy expectations, and create the perception of a difference.
  • Customer Loyalty — Strong products or services are central to customer loyalty — and creating and maintaining that loyalty must be a company-wide commitment. Learn the tools and methods you can use to create, develop and retain loyalty.
  • Measuring and Managing Success — Long-term behavior is a critical factor in understanding the return on investment from parts and service marketing initiatives. Clear goals, measurement criteria and profit targets must be constantly reviewed and adjusted to adapt programs to changing customer needs and expectations.

Presented by: Ron Slee, President, R.J. Slee & Associates (Rancho Mirage, CA)
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Indiana Local Technical Assistance Program Winter Maintenance Course
Thursday, March 6, 9:30AM–12:30PM
Indiana LTAP LogoThe Indiana Local Technical Assistance Program (LTAP) will host a winter maintenance training course for local agency transportation managers and industry partners and officials. This interactive session will cover topics that can significantly affect the winter maintenance programs of many local agencies. Experts will review the history of material spreading equipment and the challenges that local agency managers face when attempting to implement salt spreading best practices. In addition, attendees will hear case studies on the calibration of material spreading equipment and the reduction of sand in the salt-sand ratio. Other topics will include direct liquid application of materials and the bounce and scatter effect.

Following the presentations, a panel of end users and manufacturers of snow control product applications will discuss some of the challenges maintenance managers face each winter season.

Presented by: Mark Cornwell, President, Sustainable Salting Solutions (Detroit, MI); Richard Domonkos, Training Specialist, Purdue University/Indiana LTAP; and Ed Ward, Supervisor, Tippecanoe County Highway Department (Lafayette, IN)
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Generation Next Leadership Workshop & Networking Reception: How to Become a Superior Communicator
THIS EVENT IS CURRENTLY SOLD OUT!
Wednesday, March 5, 3:00PM–5:00PM

Generation Next Logo_smallCommunication is an important skill for any business leader to master, but many have not accomplished this objective. Seventy-percent of the American workforce identifies inadequate communication as the biggest problem in their companies today. Also, studies have shown that poor communication skills cost the average organization 25–40% of their budgets each year. Find out how to become a superb communicator during this lively and energetic presentation.

Participants will learn:

  • Three keys to making communication work.
  • Eight ways to improve your listening skills.
  • Ways to master non-verbal communication.
  • How to effectively convey and receive directions.
  • Tips for handling interruptions with ease.

Presented by: Doug Cartland, President, DCI (Sharon, WI)
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