EACA Offers Customer Service Sessions
Staff -- Tradeshow Week, 7/23/2007
The Exhibitor Appointed Contractor Assn. launched a new program June 25 aimed at raising the level of service on showfloors.
EACA recently held the first of its new four-session customer service training program in Chicago with 140 employees from 23 service contracting companies attending.
"Our belief is that when exhibitors have a positive experience at tradeshows and want to return, all stakeholders in the industry win," said Jim Wurm, executive director of EACA. "This program is aimed at improving our exhibitor customer's experience."
EACA's intention is to take the program to every major tradeshow city, he added. Several association chapters have already inquired about putting the program on their calendars.
The program, developed and delivered by Randy Eppard of Organizational Strategies, targets middle managers, foremen, leads and in-house stewards with specific goals:
- learning the value and influence of satisfied customers
- identifying skills and knowledge required to implement a successful customer service program
- learning methods to improve communication, attitude and employee morale
- becoming motivated to use the newly learned techniques for greater success in their jobs and personal lives
The majority of people attending the recent four-hour session were from the Chicago area, but one attendee did come from Orlando, Wurm said.
"Up until now, customer service has been the province of individual companies who train their own full-time workers," he added. "Unfortunately, this does not provide any training to the casual part-time workforce who interact with our customers every day."
In addition to the program being offered to EACA chapters, the association also is offering it to individual EACA member companies. "MC2, a nationwide design, fabrication and I&D company, is holding a training program for 25 of their people in their Las Vegas office," Wurm said.
After completing the program, individuals earn continuing education units and receive certificates of completion.
