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CSC Spring Service Institute, Level 2

September

April 13th - 15th, 2026

Chicago, IL

About the Event

Level 2 of the CSC Service Institute by Performance Matters builds on Level 1 content and encompasses a comprehensive curriculum to enhance attendees' skills and knowledge of conducting interviews, customer account management, customer on-site visits, value-added service, route revenue growth, service agreement extensions, and more. The takeaway value ensures that each attendee is well-prepared and equipped to excel as a Service Leader.

The following is a high-level topic overview for the 2.5-day training session, providing practical and actionable insights. These insights will empower each attendee to apply their learning in real-world scenarios.

Class Overview

Interviewing:
  • Analyze, review, and practice the fundamentals of interviewing skills
  • Establish an interview process to execute consistently
  • Communication after the interview
Creating New Hire Lasting First Impressions:
  • Preparation and communication
  • Setting and communicating clear expectations for the role
  • The benefits of providing ongoing training
Account Management Basics:
  • It is critical to understand why the customer has our service
  • Are you, your route rep, and the customer aligned on how the service program works?
  • Who are the essential contact people at an account?
  • Accounts receivable fundamentals
Value-Added Service:
  • What is value-added service?
  • Is value-added service only for large accounts?
  • When and how to set customer service expectations
Route Growth:
  • How to identify growth opportunities for the business and the customer
  • How to acquire and utilize product knowledge, features, and benefits
  • Do we need to measure results with Goals and KPIs - Do you have them? Do you need them?
  • Create customer awareness for available solutions
  • Product availability - coordination with production and stockroom
  • Do you need marketing material? How do you communicate messages?
  • How and when to share solutions with the customer
  • When and how to sample items
  • Tracking samples for inventory management and proper invoicing
Customer On-Site Visits:
  • Define and understand WHY customer on-site visits are necessary and impactful
  • Difference between reactive and proactive customer visits and how to handle them
  • Review the strategic logic used to select customers for on-site visits
  • Create memorable customer visits
  • Impactful follow-up communication
  • Record keeping for future reference
Service Agreement Extensions:
  • Why do we have service agreements?
  • What's the difference between contract renewals and service agreement extensions?
  • How do you explain your terms and conditions?
  • Why is there a need to extend a service agreement?
  • How and when to extend a service agreement
Mastering Leadership:
  • How are you developing leadership skills for yourself?
  • How are you developing your route reps' leadership skills?
Goal Setting: SMART (Specific, Measurable, Attainable, Relevant, Time-Based) Goals:
  • Each attendee will select a SMART Goal, present their chosen goal, and detail the next steps using the X to Y by When logic.

AGENDA

Agenda

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Breakfast

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Introductions

Meeting Room: Exchange 2

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Review Agenda

Meeting Room: Exchange 2

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Smart Goals Intro

Meeting Room: Exchange 2

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Interviewing – Disclaimer about Local Laws

Meeting Room: Exchange 2

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The Objective of an Interview

Meeting Room: Exchange 2

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Lunch

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The Interview Cycle

Meeting Room: Exchange 2

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S.T.A.R. Interview Questions

Meeting Room: Exchange 2

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Mock Interviews

Meeting Room: Exchange 2

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Lasting First Impressions

Meeting Room: Exchange 2

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Account Management

Meeting Room: Exchange 2

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Smart Goals Prep

Meeting Room: Exchange 2

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Breakfast

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Value-Added Service

Meeting Room: Exchange 2

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Service sets you apart

Meeting Room: Exchange 2

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Route Revenue Growth

Meeting Room: Exchange 2

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Review Current Strategy

Meeting Room: Exchange 2

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Strategic Route Growth

Meeting Room: Exchange 2

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Lunch

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Types of Customer on-site visits

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How to conduct Initiative-taking Customer on-site visits

Meeting Room: Exchange 2

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Advanced Leadership

Meeting Room: Exchange 2

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Review & Smart Goals Prep

Meeting Room: Exchange 2

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Breakfast

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Service Agreement Extensions

Meeting Room: Exchange 2

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Why Service Agreements are essential

Meeting Room: Exchange 2

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How to Create a Mutually Beneficial Outcome

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Final Presentation of SMART Goal

Meeting Room: Exchange 2

Please note that Level 2 Attendees should arrive on Sunday, April 12th, 2026, in time for a team dinner scheduled for 6:00 PM ET.

We recommend scheduling departures for Wednesday, April 15th, 2026, after 3:00 PM CT.

Speaker

Ray Shabandarian headshot

Ray Shabandarian

Accommodations



Aloft Chicago O'Hare

Hotel Address: 9700 Balmoral Avenue Rosemont, IL 60018

CSC Room Rate: $169 per Night

Hotel Phone: 847-671-4444

Link to Book: Book your group rate for CSC Service Institute April 2026

Book by: Sunday, March 22nd 2026