Customer Satisfaction I: Creating a Culture • 9:30 – 10:30 a.m. (part 1 of 4)
Presenter: Courtney Kohler, Project Director, Instructional Design & Technology • National Community Action Partnership (NCAP)
Collecting and utilizing customer satisfaction data begins with creating a culture of customer satisfaction. Join this session to explore how customer satisfaction is rooted in the mission, vision, and values of the agency. In addition, tips on how to implement this culture and the benefits of it will be shared and discussed. (part 1 of 4)
(See presenter bio with part 4—2:15 to 3:15 p.m., below)
Customer Satisfaction II: Establishing a System • 10:45 a.m. – 11:45 a.m. (part 2 of 4)
Presenter: Courtney Kohler, Project Director, Instructional Design & Technology • National Community Action Partnership (NCAP)
Who are we looking to satisfy, why, and how do we find out if we’re doing it? Establishing a system for customer satisfaction will work to answer these questions. Join this session to learn the elements of a customer satisfaction system and how it relates to other agency processes. Participants will draft a plan to establish a system in their own agency. (part 2 of 4)
(See presenter bio with part 4—2:15 to 3:15 p.m., below)
Customer Satisfaction III: Collecting the Data • 1:00 p.m. – 2:00 p.m. (part 3 of 4)
Presenter: Courtney Kohler, Project Director, Instructional Design & Technology • National Community Action Partnership (NCAP)
This session will explore the various techniques for collecting customer satisfaction data including how to encourage honesty, sampling techniques, developing good questions, and overall administration of the methods. (part 3 of 4)
(See presenter bio with part 4—2:15 to 3:15 p.m., below)
Are You Ready for Trouble? – Crisis Communications • 1:00 p.m. – 2:30 p.m.
Presenter: Julie Jakopic, CEO • iLead Strategies, LLC
You got Trouble and that starts with T and that rhymes with C and that stands for Crisis Communications. • Some crisis events are random surprises but many are predictable – a child get’s hurt, a funding stream ends, someone is fired and so forth. While the CSBG organizational standards include the need for a crisis communications plan, what might be in that plan varies widely. Often, the details are filled in in the midst of a crisis with battles between the communications team wanting transparency and to control the story and the lawyers wanting no one to say anything to anyone. The middle of the crisis is a bad time to negotiate this space. In this workshop, we will talk about elements of a good crisis communications planning process and plan and spend some time building the framework for a plan for your agency.
(See presenter bio with “Whole Brain Leadership” session, below)
Customer Satisfaction IV: Analyzing & Utilizing the Data • 2:15 p.m. – 3:15 p.m.
Presenter: Courtney Kohler, Project Director, Instructional Design & Technology • National Community Action Partnership (NCAP)
Once customer satisfaction data has been collected, how do we analyze and use it effectively? This session will discuss analysis techniques for the data and allow time to practice. Methods will be shared on how to communicate the data to different audiences and incorporate into other agency processes. (part 4 of 4)
Courtney Kohler serves as the Project Director for Instructional Design & Technology with the National Community Action Partnership. In this role, she leads the design, development, and delivery of the Partnership’s online learning and resource platforms, as well as provides training & technical assistance to the Community Action Network. As a Nationally Certified ROMA Trainer, CCAP, and FDC Instructor, areas of training expertise include community needs assessment, strategic planning, family-centered coaching, board roles and responsibilities, organizational standards, customer satisfaction, ROMA, and leadership development. Previously, she worked as Program Director for the Missouri Community Action Network (CAN) where she did curriculum design, trainings, grant management, and program development. She holds a Bachelor’s in Psychology from the University of Louisville and Master’s in Public Affairs from the University of Missouri. Prior to Community Action, she worked in the mental health field, hospice research, and coached gymnastics and dance. Courtney lives in mid-Missouri with her husband, Matthew, and 3 children, Emma, Addilyn, and Clarke.
Whole Brain Leadership – Putting Your Preferences to Work for You • 2:45 p.m. – 4:15 p.m.
Presenter: Julie Jakopic, CEO • iLead Strategies, LLC
Ever notice how some tasks come easily and time goes by without your noticing and others seem to take forever even though they aren’t particularly difficult? Ever have a conversation with a colleague about a task that even though you thought you were clear resulted in something totally unexpected? Understanding our natural thinking preferences and those of others can help us better communicate with and motivate those around us. In this participatory workshop, we’ll explore a “whole-brain” model for identifying our preferences, strengthening our weaknesses, and putting our strengths in action working with others.
By day, Julie Jakopic helps organizations be resilient, ready to seize opportunities and provide them for others. By night, she creates art and works to make sure all kids have access to quality, early education. She is a sociologist and a communicator by training, a former executive director of the National Association for State Community Services Programs (NASCSP), a master certified ROMA trainer, and has led her local CAA board. She’s been honored to share the stage with leaders like Pres. Obama and talked leadership and communications on CBS, NBC, Vanity Fair Sirius XM, and others.