Monday, Feb. 13 and Tuesday, Feb. 14
Noon to 5 p.m.
OSU-Tulsa Conference Center
Customers often set the tone for how our day will flow. Join your teammates to learn and refine your strategy to ensure you are providing quality customer service for both internal and external customers. Take time out of your busy schedule to rejuvenate, sharpen your skills and enjoy some time with fellow OSU employees by taking part in the February 2012 Make Their Day conference.
Spend the afternoon getting energized by learning how to Be R.A.R.E. You will learn and share ways to increase customer service, build stronger relationships and learn to lay the groundwork for building trust. You will be able to receive a one-time incentive payment by attending workshops and submitting an action plan. You will be able to count the workshop hours toward your respective training certificate.The same workshops will be offered both days. Participants may attend workshops on either or both days, but they will only receive one incentive payment for the conference. Participants may apply workshop hours from both days to their OSU Pride Works certificate program.
Schedule and sessions are identical for both days.
| Lunch/Keynote (11:30 a.m. to 12:30 p.m.) - B.S. Roberts Room | |
| Be R.A.R.E. Rhett Laubach OSU Pride Works With Me |
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| Session 1 (12:40-2 p.m.) Choose one: | |
B.S.Roberts RoomCivility at Work: 10 Reasons for a Kinder Workplace OSU Pride Works With Me This workshop is busting at the seams with tips and strategies on speaking with confidence and listening with purpose. As communication skills are the second most critical trait you need in the workplace (you will also learn about the most critical), the lessons from this workshop will change your life. |
North Hall 150Customer Service Excellence: Establishing a Trusting Relationship OSU Pride Works With Me Customers cannot distinguish between you and the company you represent? Yes or no? This seminar examines the dynamics of customer service. You will also learn techniques to meet the needs and concerns of customers. |
| Sesson 2 (2:10-4:10 p.m.) Choose one: | |
B.S.Roberts RoomAchieving Excellent Customer Service OSU Pride Works With Me Achieving Excellent Customer Service offers practical methods for providing the highest quality of service to customers. The class discusses the benefits of excellent customer service in a very hands-on and practical manner. You will learn and practice methods that create the best experience for the customers. The course provides practical solutions, such as strategies, action planning and benchmarking techniques that will equip you to achieve excellent customer service. The course also focuses on the most effective ways to manage difficult customer behaviors. You will discuss why and how communications break down and review basic interpersonal skills. |
North Hall 150Quality of Service OSU Pride Works With Me The quality of service is only as good as its success in meeting or exceeding the needs and expectations of those we serve. This session is designed to enhance awareness of the principles and techniques of establishing and maintaining superior service. To exceed our stakeholders’ expectations, all employees must be committed to excellent service. This session also suggests approaches on how to obtain such a commitment, thereby benefitting both the service provider and the receiver. The receiver appreciates the service, and the provider obtains the credit (reward). |
| Closing Session (4:20-5 p.m.) - B.S. Roberts Room | |
Making it Work This closing program will wrap up the discussions and learning points that have been reflected throughout the day. Participants must have attended at least one other workshop during the day to take part in the closing session. |
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Attendees will be able to apply workshops toward their currently enrolled certificate program in conjunction with obtaining credit for this workshop day. The lunch/keynote speaker session counts as a workshop.
All action plans are due to Human Resources by 5 p.m. on Monday, March 5. If an employee is unable to obtain their manager’s signature on the action plan, they should submit their plan to HR with at least the employee’s signature. A training representative will follow up with the manager to obtain final signatures if needed.
Participants must have their supervisor's approval to participate in the conference. Register by submitting the online form, which will email your supervisor to confirm approval for participation. Your supervisor must reply to the email in order for you to be enrolled in the workshop.
Download and fill out the following two forms and return to Human Resources by 5 p.m. on Monday, March 5 to receive credit for your participation in the conference and your incentive.
Download Action Plan form (PDF)
Download Example Action Plan (PDF)
How do I enroll?
Enrollment for the conference and/or a workshop is done online. Once completed, your request will forward to your supervisor via email. To approve enrollment, your supervisor will need to click on Reply All and the Training Department will be notified.
Do I have to enroll in the Conference to attend a workshop?
Enrolling in any workshop (with supervisor’s approval) automatically enrolls you in the Conference.
Do I have to attend all day? Can I attend both days?
The same workshops will be offered both days. Participants are not required to attend all day, nor are they expected to attend both days. It is preferred that participants choose one day to attend to allow their coworkers to attend on the other day.
To receive the $100 incentive, a participant must attend the opening, two workshops and the closing session. While participants may attend both days, only one incentive payment will be given for this conference and workshops only count toward one training program.
Do I have to sign up for lunch?
If you plan on attending lunch, yes. This way we have an accurate count to order food.
How do I write an Action Plan?
Each incentive option requires an Action Plan. The template for the Action Plan can be found online.
What are the incentives for attending the Conference?
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