Schedule

1:00 Welcome, keynotes and marketplace - UC South Ballroom

2:00 Breakout sessions - determined during marketplace (see map)

3:00 Breakout sessions - determined during marketplace (see map)

4:00 Closing session - UC South Ballroom

Breakout sessions

	2:00 sessions	3:00 sessions
A	Bytes & Mortar: Short and long-term implications of a traditional University campus teaching courses online Martin Horejsi	Who is a professional and what is professionalism at UM? Daryl Lee
B	A lof of first experiences/impressions are of our website Nick Shontz	Creating a culture where mediocrity/closedmindedness in management is untolerated Morgan Slemberger
C	Recognizing good customer service. An award has been proposed, how should we go about this? Jed Liston	Values to guide us Mario Schulzke
D	Brainstorm your best service experience - how to bring this to UM! Brock Tessman / Sara Rinfret	How do we look to students day one to graduation? Patrick Guinard
E	How Faculty team support/offer customer service Mary-Ann Bowman	How "No" can be good customer service Janet Sedgley
F	Improving the New Employee Experience Marci Briggs	How do we best celebrate complainers? Peggy Nesbitt
G	Consolidate processes to make things easier for students - ie: IT Help Desks/Who Does What & How to Find Out John Greer	How do we train for customer service? Cindy Boies
H	Employee happiness, what does it take? Rozlyn Haley	How should we collect customer feedback, and how should we use it? Nathan Lindsay
I	Being Client Centric Scott Holgate	Communication up the ranks/spirit of service Rozlyn Haley / Brian French

2:00 sessions

3:00 sessions

Martin Horejsi

Daryl Lee

Nick Shontz

Morgan Slemberger

Jed Liston