Office & Customer Services Management

The following sessions will be presented at MAILCOM 2023 Fall:


Customer Service 101

A satisfied customer is a loyal customer, and this session will take an in-depth review of the various types of customers and how you can better serve each type and improve your internal service in the process. Instructor: Michael Turner Sr., Supervisor, Incoming Mail & Corporate Imaging, Blue Cross and Blue Shield of Kansas

Tuesday, October 3, 2023 – Round Five, 2:45-3:45pm


Creating an Office Services User’s Guide

One of the most difficult challenges any operation faces is communicating to the company what services are provided and a service standard for each. Developing and publishing a Standard Operating Procedures manual for mail and delivery services is critical to its success and to ensure that every employee has a document of services rendered. It also benefits in the training process of new employees to learn how things are done and how to operate all the equipment located in the operation center. If you have ever considered or are looking at creating an operations guide, then this session is for you. Instructor: Joe Freeman, CMDSM

Wednesday, October 4, 2023 – Round Eight, 1:15-2:15pm


Customer Service Program, Making WAVES

WAVES stands for We All Value Exceptional Service, which is the foundation for every successful business. As the public continues to raise its service expectations, it is critical to ensure that everyone in the organization has the knowledge, skills, and abilities to be an exceptional service provider. Topics covered are: Identifying the Importance of Service; Lighting Your Way to Exceptional Service; Dealing with Difficult Behaviors; Listening Skills: Hearing & Understanding Your Customer. Instructors: Mark Kremen, MS, and Bob Kane, Training Unlimited, LLC

Wednesday, October 4, 2023 – Round Nine, 2:30-3:30pm


Team Communication in the Workplace

Because work has become so complex, no-one person has all the skills or knowledge to achieve all that we want to accomplish. As a result, interdisciplinary teams have become required in many fields. There is even a science in how to manage and communicate with teams, and processes that make collaborations more efficient and successful. Has this changed as Teams work remotely during the Pandemic? This session will share the Six Things that Functional Teams do well including Clear Communication, Conflict Resolution and Setting Clear Goals. Presented by Barbara Fahy, MDC, OSPC, Managing Director, AOSP

Monday, October 2, 2023 – Round Two, 3:15-4:15pm


Developing Future Leaders & Managers

Management must be effective for the success of any business. Unfortunately, it is all too easy to overlook the training and development of new managers. When you provide your managers and employees with the skills and tools they need, you will greatly boost morale and strengthen your organization. Instructors: Floyd Creecy, CMDSM, MDC, HeiTech Services and Barbara Fahy, MDC, ASOP, MSMA

Monday, October 2, 2023 – Round Three, 4:30-5:30pm


Essential Skills for Today’s Supervisors and Managers Leaders

Are you a leader or just someone who passes along directives from senior management? Do you have a plan to prepare for the challenges in today’s competitive marketplace to be a future leader? In this session we will discuss the skills that will provide you with a competitive advantage in developing and shining your career. Join us for this interactive and informative seminar and we will show you essential skills for communicating, team building, enhancing customer service, developing technical knowledge, and dealing with daily stress. Instructors: Mark Kremen, MS, and Robert Kane, Training Unlimited, LLC

Wednesday, October 4, 2023 – Round Seven, 10:15-11:15am