Program for the 2015 PDI

Monday, January 12th

1:00 PM

Session Title:
Elephants Don't Bite: Delivering Purposeful Customer Experiences
Zach Mercurio
Customer Service
Monday, January 12th 2015
Start Time:
1:00 PM
Session Length:
2 Hours
382 LSC
We create experiences within each moment of our lives and work; and the outcomes of even our smallest and seemingly insignificant actions have either positive or negative long-lasting consequences. This interactive workshop takes a different approach to customer experience design by focusing on the experience-creators first: ourselves and our staffs. The workshop uses experience in delivering university-wide orientation programs along with research on interpersonal communication, customer service, and experience design to empower participants to realize and unleash their potential to create positive, dynamic, and lasting experiences for their customers.
Goals and Target Audience:
All staff/faculty who interact with constituencies on behalf of the University. Goals: 1. Participants will be able to identify specific personal behaviors that contribute to the creation of experiences for others on behalf of their organization. 2. Participants will be able to discuss strategies for creating positive experiences, both personally and organizationally. 3. Participants will be able to describe how they can use their organization's purpose to empower the creation of positive experiences at every level of the organization.