EACA Launches Customer Service Training Program
BEND, OR (June 5, 2007) – In support of the Metropolitan Pier and Exposition Authority’s ongoing efforts to improve customer service at McCormick Place in Chicago, and to fulfill its mission to "raise the level of service excellence on the showfloor”, the EACA is launching a Customer Service Training program for show floor workers on June 25-27, 2007.
The EACA program will target middle managers/foremen/leads and in-house stewards. The program objectives that have been identified include, but are not limited to:
· Orienting participants to the value of happy satisfied customers and how this contributes to increased work hours
· Identifying the skills and knowledge required to be successful, to create a desired culture and to ultimately create a world class customer service program
· Implementing a customer service process that will improve communication, attitude, employee morale and self worth
· Demonstrating how customer service impacts corporate culture
· Teaching a proven, effective communication process that leaves nothing to chance
· Motivating tradeshow employees to use the newly learned techniques for greater success in their jobs and personal lives
"Czarnowski commends EACA for creating this landmark training program—which will benefit our entire industry. We are sending all of our full-time lead men because training enables us to create and deliver the best customer experience possible. In the past, our investment in training has paid off in increased customer satisfaction and a near-zero turnover rate,” says John O’Shea, Director of Field Services, Czarnowski.
The EACA Customer Service Training program is being developed and delivered by Randy Eppard, Ph.D., of Organizational Strategies, specialists in customer service, performance improvement, and program design, development, implementation, and evaluation. Prior to founding Organizational Strategie, Randy served as the director of the Mid-Atlantic Regional Council of Carpenters—Joint School of Carpentry. His primary responsibilities were to provide the necessary skills and knowledge needed for apprentice, journeymen, foremen, and other members of the United Brotherhood of Carpenters, to be successful leaders in the field of carpentry. In addition to his consulting business, he is an associate professor for University of Maryland University College, and he has also served as a faculty member for the University of Virginia, Center for Executive Development.
The program delivered in Chicago during the week of June 25 will be the first 4 hours of a 16 hour program on customer service. Individuals who complete all 16 hours of the Customer Service Training program will not only receive Certificates of Completion from the EACA they will also earn CEUs for their participation. In addition to the Customer Service Training program will have an opportunity to participate in train-the-trainer sessions, so they can utilize this program for all their personnel nationwide.
"The ultimate goal of the EACA is to bring our Customer Service Training program to all EACA members in each of the major convention markets,” said Jim Wurm, Executive Director of the EACA. "We have already received inquiries from a number of our chapters who are anxious to put the Customer Service Program on their calendars,” Wurm said.
"It is also important to note that a program of this kind would not be possible without the support and cooperation of some key individuals and organizations,” Wurm said. "First of all, the EACA wouldn’t be in a position to put this program together at all if not for the key contribution and guidance of Joe Mondelli, EACA Chicago Chapter President,” Wurm said. "Joe not only helped to organize and shape the program that Mr. Eppard will deliver in June, he also was successful in reaching out to the local unions in Chicago for their support and sponsorship,” Wurm continued.
"So, we would also like to acknowledge the support of some key organizations who have stepped up early in the process to support our efforts and to ensure that this program will be a great success,” Wurm said. "We have received sponsorship support from the United Brotherhood of Carpenters Local 10, from IATSE Local 110, and from Local 136 of the Machinery Movers, Riggers & Machinery Erectors union, " Wurm continued. "Their support has been huge and we are very grateful,” Wurm concluded.
The Exhibitor Appointed Contractors Association (EACA) is the tradeshow industry's only association dedicated to "raising the level of service excellence on the showfloor." The EACA seeks to unite the nation's tradeshow community by representing and supporting the interests of those exhibitor appointed contractors and other individual showfloor professionals that work on the tradeshow floor. The association is currently comprised of more than 200 member companies representing more than 12,500 full time trade show professionals, and more than 50,000 part time trade show workers. The association is headquartered in Bend, Oregon.
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EACA Presents Annual Intrepid Award
to Ken Viscovich of UBC
BEND, OR(August 22, 2007) -- The Exhibitor Appointed Contractors Association (EACA) presented its Annual Intrepid Award to Ken Viscovich during its Annual Conference in Washington, DC recently.
"The Intrepid Award recognizes efforts to raise the level of service excellence on the showfloor and honors those who go above and beyond expectations to do so," said Jim Wurm, Executive Director of the EACA, during the Awards Breakfast.
There were a total of five (5) nominees for this year's Intrepid Award.Ken Viscovich, International Representative of the United Brotherhood of Carpenters, was voted this year's award winner by the EACA membership. Viscovich was nominated for his singular efforts to develop and initiate drug and alcohol testing in all carpenter jurisdiction convention cities.
Another significant feather in Ken’s cap, and list of achievements, is the development of the Exhibit Industry Task Force.While on the Board of the EACA, Ken suggested the development of an industry task force that could take on huge projects such as drug testing, and the development of the Universal Photo ID protocol.
Ken has succeeded in helping to facilitate Drug Testing in Washington DC, and now has his sites set on several other trade show cities.For all his tireless efforts to improve exhibitor servicing and to make the trade show floor a safer place to work, Ken is a highly regarded recipient of the 2007 Intrepid.
Other nominees for this year's Intrepid Award were David Causton, General Manager, MPEA, Joe Mondelli, EACA Chicago,Bob Lessin, IUPAT, and Cecil Wynn, IBEW.The EACA extends its congratulations and its thanks to Ken Viscovich and all the Intrepid Nominees for their achievements and their contributions to the trade show industry.
The Exhibitor Appointed Contractors Association is the tradeshow industry's only association dedicated to "raising the level of service excellence on the showfloor."The EACA seeks to unite the nation's tradeshow community by representing and supporting the interests of those exhibitor appointed contractors and other individual showfloor professionals that work on the tradeshow floor.
The association is currently comprised of more than 200 member companies representing more than 12,500 full time trade show professionals, and more than 45,000 part time trade show workers.The association is headquartered in Bend, Oregon.
Carl "CB” Birsa Inducted into
EACA Hall of Fame
BEND, OR(August 22, 2007) – Carl "CB” Birsa was inducted into the EACA Hall of Fame at the Annual Awards Luncheon on July 30, 2007 in Washington, DC.The EACA Hall of Fame Induction Committee voted Birsa into the EACA Hall of Fame citing "his many years of outstanding service to his exhibitor clients, and for showing extraordinary leadership in helping to develop the EAC Installation &Dismantling service category.”
Birsa started his career in the trade show industry in the 1950s working for Poirot under the tutelage of EACA Hall of Famer, Jim Fisher, a mentor to CB.In 1961, CB formed Ray Display Service in Chicago with his wife Annie and Ralph Prokaski.Then, in 1969, Birsa formed CB Display Service, Inc. with his wife Annie in Chicago.Birsa expanded the services of CB by opening a Las Vegas operation in 1976 with his son Dennis, and Paul Willet.Predicated on the success of his Las Vegas and Chicago operations, CB expanded the focus of his company to include general contracting and exhibit rental systems in the 1980s.In 1990 CB passed away, but his trademark Sherlock Holmes style hat continues to conjure up fond memories of a founding father of our industry.CB left behind family, friends and clients who knew that "Trade Shows were no mystery to CB.”
Accepting the Hall of Fame trophy on behalf of his father, Dennis Birsa, CB Displays recounted that"there was nothing that CB wouldn’t do for his exhibitor clients, and yet he was also the first to let them know what could and couldn’t be done.He never promised more than he could deliver, and was often known to deliver much more than he promised,”Birsa said.
"He was also known to occasionally bring out a flask on the 42 level during those cold move-ins at McCormick Place in January as a way to provide some additional warmth in his service,” Birsa shared."And, so I think it fitting,” Birsa said as he produced a flask from his jacket pocket, "that I take this opportunity to toast my Dad, CB, for all he did for me, my family, and our trade show industry.”Birsa’s presentation at the EACA Awards Luncheon was a hightlight of the proceedings, and was received with a resounding standing ovation.
Carl Birsa joins a distinguished group of service professionals who have previously been elected to the EACA Hall of Fame.He joins previous EACA Hall of Famers Andrew J. Codamo, Sho-Aids, Inc.,Donald Shaw "Buck" Freeman (deceased) Freeman Companies,Donald A. Stacy, (deceased) Stacy Exhibit Services, Jim Fisher (deceased) Poirot Exhibit Services, and Jack McEntee, Pat Alacqua, andTony Amodeo, founders of I&D, Inc.
The Exhibitor Appointed Contractors Association is the tradeshow industry's only association dedicated solely to "raising the level of service excellence on the showfloor."The EACA seeks to unite the nation's tradeshow community by representing and supporting the interests of those exhibitor appointed contractors and other individual showfloor professionals that work on the tradeshow floor.The association is currently comprised of more than 200 member companies representing more than 12,500 full time trade show professionals, and more than 45,000 part time trade show workers.The association is headquartered in Bend, Oregon.
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