2015 Customer Service Seminar

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2015 Customer Service Seminar January 27 29, 2015 Reno, NV FINAL AGENDA As of January 23, 2015 Host Seminar Sponsor Tuesday, January 27,

1 2015 Customer Service Seminar January 27 29, 2015 Reno, NV FINAL AGENDA As of January 23, 2015 Host Seminar Sponsor Tuesday, January 27, :00 p.m. 5:30 p.m. Tuscany Registration #1 4:00 p.m. 5:30 p.m. Executive Boardroom 1735 (In the Peppermill Tower) 6:00 p.m. 7:00 p.m. Edge Nightclub (In the Peppermill) Registration Customer Service Working Group Meeting Welcome Reception The Reno-Tahoe International invites you to join us for an evening of Chips and Salsa at the Edge Nightclub in the Peppermill. Spice up your conference experience with the flavors of Latin cuisine and a performance from the Gózalo Dance Company directed by BB & Kiki of Salsa Reno Dance Company. For the more adventurous, BB and Kiki, voted the Best Dance Instructors in northern Nevada, will provide a Salsa lesson. Come dance the night away with us!

2 Wednesday, January 28, :00 a.m. 4:30 p.m. Tuscany Registration #1 8:00 a.m. 9:00 a.m. 9:00 a.m. 9:15 a.m. Registration Continental Breakfast Welcome and Opening Scott Elmore Vice President, Communications and Marketing ACI-NA Joanne Paternoster Principal Butterfly Consulting Marily M. Mora President and CEO Reno Tahoe Authority 9:15 a.m. 10:15 a.m. Special Keynote: Disney and the Customer Service Experience Jeff James Vice President and General Manager Disney Institute Jeff James is Vice President and General Manager of Disney Institute. In this role, he has responsibility for bringing custom solutions grounded in the time-tested success and insights from The Walt Disney Company to Fortune 500 companies as well as small businesses around the globe. Jeff leads a global team of Disney subject-matter experts who engage with clients to implement and sustain culture-change initiatives through Disney s proprietary approach. With 18 years of experience leading a broad range of Disney businesses and operations, Jeff is an expert in the Company s successful core competencies of leadership, customer experience, and employee engagement. 10:15 a.m.-11:15 a.m. Customer Experience Management: Having an -Wide Service Delivery Strategy that Maximizes Customer Service Fundamentals Most airports have important customer service initiatives in place or underway to enhance customer experiences at their airports. s also provide many new services and amenities for their customers to improve customer satisfaction, which requires collaboration with their stakeholders, business partners, and employees to obtain buy-in. However, airports often find the whole customer experience can be less than the sum of the parts without a strategic airport-wide service delivery strategy that maximizes the benefits of the individual customer service

3 initiatives provided. This panel will discuss how to connect the dots between an airport s service delivery strategy and the fundamentals of excellent customer services and amenities. Dickie Davis Director of Public & Customer Relations Miami International Kris Opbroek REACH Program Manager San Francisco International Joanne Paternoster CEO Butterfly Consulting 11:15 a.m.-11:30 a.m. 11:30 a.m.-12:30 p.m. Networking Break Beyond the Inspiration: A Practical Discussion about Enterprise- Wide Standards How many times have you received complaints from customers that say, Why is the customer service I received so much better from one company and poor service from another in your airport when all employees work for the airport? If only it were that simple, because we know not every company in the airport works for the airport. s can do better in creating consistent airport-wide standards. This session will provide you with tools to successfully implement a culture change and create consistency from curbside to planeside. Karen W. Ellis Director - Customer Relations Houston System Kelly Martin Customer Service Manager Halifax International Tawana Guthrie Customer Service Manager Broward County Dennis Hazell Manager of Customer Service Washington Dulles International 12:30 p.m. 1:30 p.m. 1:30 p.m. 2:00 p.m. Networking Lunch Service Excellence Management Randi Skaamedal started her career as a consultant for Scandinavian Airlines Systems (SAS). At a time when SAS was suffering from an appalling image due to low customer satisfaction ratings and poor ontime performance, the management decided that a complete turn-around process was to be initiated. The change processes focused on strategic realignment, flattening of the organizational pyramid, and empowering frontline employees. Randi had a key role in what became an incredibly

4 successful turn-around for SAS. Within a year, SAS started to become profitable, became Europe`s most punctual airline, and was named Airline of the Year worldwide. It became a benchmark for customer service within the whole service industry. Randi Skaamedal President Service Excellence of Scandinavia 2:00 p.m. 3:00 p.m. Customer Service and Volunteer Program Best Practices How would customers traveling through your airport answer these questions: Are the airport employees and volunteers I encounter today going to enhance or complicate my travel experience? Will I be treated like a paying customer or a freeloading nuisance? If I have a problem, will anyone care to listen and then bother to serve? In this session you ll hear from industry peers how the establishment of airport-wide customer service best practices affect the answers to these and other questions passengers ask every day. François-Nicolas Asselin Communications Director Aéroports de Montréal Heidi Jared Manager of Public Affairs & Customer Service Reno-Tahoe Authority Rachel Brannan Volunteer Coordinator Phoenix Sky Harbor International Rosylin Weston Vice President of Communications Greenville-Spartanburg District 3:00 p.m. 3:15 p.m. 3:15 p.m. 4:15 p.m. Networking Break Drilling Down: Addressing the Unique Needs of Travelers customers are people traveling by air who have many different needs. Those with invisible disabilities do not always self-disclose, making it challenging for airport staff to assist. Those who are visibly disabled require the patience, attention and understanding of airport staff. staff needs the opportunity to be trained to provide accommodations to a wide variety of travelers.

5 Dave Asselin President & CEO Travelers Aid International Eric Lipp Executive Director Open Doors Organization Blair Edwards Assistant Federal Security Director of Screenings Transportation Security Administration Sue Hansen-Smith Manager, Customer Service Seattle-Tacoma International 4:30 p.m. 6:30 p.m. Customer Service In Action: Tour of Reno Tahoe International Following a day of exciting discussions about customer service best practices, it s time to embark on a field trip to Reno Tahoe International, our official host airport. As part of the tour, attendees will see RNO s customer service program, including a special welcome team and therapy dogs, in full swing! Buses will depart the hotel at 4:30 p.m. and return by 6:30 p.m. RSVP is required. Thursday, January 29, :30 a.m. 11:45 a.m. Tuscany Registration #1 7:30 a.m. 8:30 a.m. 8:30 a.m. 9:30 a.m. Registration Continental Breakfast Keeping Customers and Stakeholders Informed When Things Go Wrong Having to deal with emergency situations and other irregular operations events at your airport is tough enough without having to deal with the media, public, and political backlash caused by your failure to keep stakeholders informed during the event. This session will help you understand what happens on both sides of the terminal and how you can collaborate to improve customer communication. Tracy Gilbert Senior Customer Relations Manager Hartsfield-Jackson Atlanta International Paul Martinez Vice President, Operations Dallas/Fort Worth International Patrick Hogan Director of Public Affairs and Marketing Minneapolis-St. Paul Metropolitan s Commission Tim Anderson CEO, Anderson Consulting

6 9:30 a.m. 12:00 p.m. With built-in break Communicating with Customers During Crisis The golden age of social media is upon us, and leaders are learning how to use these powerful new tools to communicate quickly and effectively in a crisis. Social media has changed the landscape of crisis management and how we acquire, disseminate, and analyze information to stakeholders. This interactive session facilitated by one of the foremost authorities on crisis management will explore how a range of social media tools may be used to enhance crisis communications. The workshop includes group discussions, real situation scenarios, and role play to further prepare for the next inevitable crisis. Rick J. Kaufman, APR Executive Director of Community Relations and Emergency Management Bloomington, MN, Public Schools 12:00 p.m. 1:00 p.m. 1:00 p.m. 2:00 p.m. Networking Lunch Drilling Down: Customer Service Before the Terminal Customer service is often related to all activities in the terminal building, but trends show that it is now extended to the curb, parking garages, and even to the passenger s home. This session will give initiatives that are being realized by airports to improve customer service beyond their terminal buildings. Brett Bain Manager, Parking and Ground Transportation Edmonton International Colm Codd Senior Vice President Dublin Authority Jenna Buckner President of Business Development Dublin Authority Ferdinando Colavita Chief, Development of Products, Parking and Ground Transportation Aéroports de Montréal 2:00 p.m. 3:00 p.m. Impact of Technology on Customer Service Delivery In today s changing world, new technology is ever-growing in customer service delivery related to the airport experience. This session will explore some new and innovative ways to reach your customers via digital signage and mobile applications for wayfinding assistance to terminal amenities and retail offerings.

7 Krista Kealey Vice President, Communications and Public Affairs Ottawa Macdonald-Cartier International Authority David Maher Office of Field Operations U.S. Customs and Border Protection Itati Moguilner Passenger Information Systems Supervisor Massachusetts Port Authority Brad Martin Deputy Director, Aviation Customer Service Massachusetts Port Authority 3:00 p.m. 3:15 p.m. 3:15 p.m. 4:15 p.m. Networking Break Hot Topics: Now We Want to Hear From You Customer service challenges can emerge overnight. Instead of reinventing the wheel, learn from your industry peers during this moderated group discussion about what keeps you up at night. Before you arrive, be sure to submit the challenges you would like to discuss with your peers. You should also share with us the recent challenges you ve been able to solve so we can connect you with attendees looking for solutions. Complete your survey now.

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Airport Construction Strategy Summit: Delivering Great Projects at Your Airport May 22-23, 2018 Ritz-Carlton Philadelphia, Pennsylvania Thank You to Our Sponsors 4:00pm 8:30am 8:40am 8:40am 10:15am Registration