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Attend A Masterclass In Customer Experience At LCT East

Lexi Tucker
Posted on August 28, 2019

(L to R) Nancy Vargas of DH2 Chauffeured Transportation; Wendy Kleefisch of Brevard Executive Limousine; Christina Nguyen of Concierge Limousine; and Renee Ferraro of ZBest Worldwide are ready to help you solve problems. 

(L to R) Nancy Vargas of DH2 Chauffeured TransportationWendy Kleefisch of Brevard Executive LimousineChristina Nguyen of Concierge Limousine; and Renee Ferraro of ZBest Worldwide are ready to help you solve problems. 

ATLANTIC CITY, N.J. — If you're looking for an educational session at LCT East that will keep you thinking and have you returning home with actionable solutions, look no further.

Moderator Robert Gaskill of MOTEV will guide discussion with the help of Nancy Vargas of DH2 Chauffeured Transportation; Wendy Kleefisch of Brevard Executive Limousine; Christina Nguyen of Concierge Limousine; and Renee Ferraro of ZBest Worldwide in a session called "Innovative and Tested Methods to Enhance Customer Experience" at the Hard Rock Hotel and Casino on Tuesday, Nov. 5 from 9 to 9:50 am.

This roundtable-style session, which have become attendee favorites, will emphasize discussion instead of lecturing. 

"I hope attendees will learn something new they’re able to use in their everyday operations," Nguyen says. "Something that helps make a difference with their business strategy. Each and every company is run differently, and we could always use guidance from one another."

She believes roundtable formats allow people to be active participants and require focus and attention. "I tend to doze off in lecture sessions. That person may be a great speaker, but little things such as tone of voice or how you deliver a message can affect a listener. Anyone can tell you something; to show you is another thing. Being able to ask questions or have a conversation with many fellow colleagues is a great exchange which helps establish new relationships or strengthen current ones."

Ferraro says she looks forward to the chance to guide operators and help them solve any issues they may be facing. "I feel like everyone enjoys the interactive sessions best because they all have things to include or ask in more detail."

She wants the session to feel inclusive to operators of all sizes because everyone faces occasional customer service problems. "They can help us, too, in certain situations. We need to learn from each other's mistakes and how to handle them in a professional manner."

Kleefisch hopes the session will motivate operators and help them realize they are not alone. "No matter how 'seasoned' you are, it never hurts to compare notes with others who may have experienced a similar situation with a customer."

Vargas says the roundtable format has helped her immensely. She attends a networking roundtable luncheon once a month and says the setting allows everyone to have a moment to share their ideas and/or ask questions. "I find great value to this setting and believe it's very effective. It's a win/win session for both panelists and the audience. It's important to reiterate we have each other as a resource to help us grow our businesses or face a challenge with more wisdom and knowledge through the examples of others."

Gaskill says because the industry is so “affiliate centric,” it’s vital to provide the best customer service consistently. "Attendees will have a chance to engage with this top-notch panel on 'what you should do' with their customer service practices."

He likes the fact roundtable sessions allow for another networking opportunity with more depth than the average "swap business cards and walk away" situation. "It doesn’t matter if you run a small one-car operation or a large one, we can learn from everyone’s unique situations and customer service practices."

Nguyen wants attendees to know it’s okay to step out of their comfort zone and try new things. "If it doesn’t work for you, then at least you know you’ve taken that step to try and better your business. There is ALWAYS room for growth. So come to our session and learn something new. Also, if you have something that works great for you, feel free to suggest it. We’re a small community that should support one another."

Purchase your pass here

Related Topics: 2019 LCT East, customer service, hotels, industry education, industry events, LCT Events, Robert Gaskill, tradeshow preparation, tradeshows

Lexi Tucker Senior Editor
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