TENNESSEE GAS ASSOCIATION 2017 CUSTOMER CARE & MARKETING SUMMIT

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2 TENNESSEE GAS ASSOCIATION 2017 CUSTOMER CARE & MARKETING SUMMIT About the SUMMIT! New & Improved Conference The Natural Gas Industry and the professionals involved are evolving and so is TGA! The 2017 Marketing & Customer Service Committees have developed a unique and informative agenda for all TGA members by focusing on THE CUSTOMER. The 1 ½ day Summit designed to give attendees information that specifically speaks to them as Customer Service and Marketing Representatives individually, as well as presenting joint information as it pertains to both groups. The first half of Day 1 will be joint sessions while the afternoon will concentrate on department specific topics. We reconvene jointly for the Half-Day session on Day 2. About the Presentations This conference takes Marketing and Customer Care to a completely new level. The attendees will receive valuable information from Vision Hospitality on how to speak to customers in sales and service, a motivational outlook from UT Chattanooga Representative, stress management from Erlanger Hospital, dealing with difficult customers from Embassy Suites Hotel Manager and educational information about new appliance technology from Chris Martin with Noritz. Natural Gas 101 will give the new to the industry employees valuable foundational knowledge while the Certified Image Consultant instructs attendees on the importance of personal style to produce professional success. Who Should Attend Any employee who meets your customers will benefit from this 1 ½ day summit meeting. Whether your employee is new to the industry or a seasoned veteran at your company, the TGA Customer Care and Marketing Summit will take their skills to the next level. Don t miss out on sending your employees to this exceptional conference. Hotel Accommodations Embassy Suites Chattanooga / Hamilton Place 2321 Lifestyle Way Chattanooga, Tennessee Hotel Reservation Deadline: April 12 The special room rate of $ 142 per night will be available until April 12 or until the group block is sold-out, whichever comes first. Please call and reference Group Name: TENNESSEE GAS ASSOCIATION & Group Code: TGA. If the block is filled when you call, please contact Lynette DiMeola at Committee: CSC Chair, Kelley Zamboni, Sevier County Utility District, CSC Vice-Chair, Carolyn Ramsey, Jefferson-Cocke County Utility District, Steve Cordell, Greater Dickson Gas Authority, Shannon French, Paris Henry County Public Utility District, Justin Gourley, JEA, Donna Robinson, Powell-Clinch Utility District & Amanda Schubert, Middle TN Natural Gas Utility District Marketing Committee Chair, Don Keele, Elk River Public Utility District, Kelley Zamboni, Sevier County Utility District, Cassandra Fuller, JEA, Becky Thompson, Middle TN Natural Gas Utility District, David Tucker, Centerpoint Energy

3 Wednesday, May 3 rd Tennessee Gas Association Customer Care & Marketing Summit The NG Information Interchange May 3-4, 2017 Embassy Suites Chattanooga Hotel & Conference Center 8:00 8:20 AM CONFERENCE REGISTRATION 8:20 8:30 AM WELCOME & OPENING REMARKS Kelley Zamboni, SCUD - TGA Customer Service Committee Chair 8:30 9:15 AM LEARNING FROM OTHER DEPARTMENTS WHAT DO FIELD TECHS DO? Cliff Swoape- Middle TN Natural Gas 9:15 10:00 AM THE EVOLUTION OF CUSTOMER CARE & MARKETING THRU SOCIAL MEDIA Mike McDowell, General Manager - Social Joey, Cleveland, TN 10:00 10:20 AM Break & Visit Vendors 10:20 10:30 AM Door Prizes 10:30 11:20 AM RANSOMWARE S & HARMFUL LINKS Brian Stoika, IT Director - Sevier County Utility District 11:20 12:00 PM CASTING THE SHADOW OF A LEADER Denise Young, Director of Customer Service - CenterPoint Energy 12:00 1:15 PM Lunch 1:15 5:00 PM MARKETING & CUSTOMER CARE BREAKOUT SESSIONS Thursday, May 4 th 8:30 8:40 AM WELCOME AND OPENING REMARKS Carolyn Ramsey, JCCUD - TGA Customer Service Vice-Chair 8:40 9:40 AM NATURAL GAS SUPPLY 101 David Tucker, VP of Gathering & Renewable Energy Centerpoint Energy 9:40 10:00 AM GSMNP WILDFIRE FROM CSR PERSPECTIVE Kelley Zamboni, VP of Marketing & Customer Service - SCUD 10:00 10:40 AM HOW TO SPEAK TO CUSTOMERS IN SERVICE & SALES Reggie Piercy, Sr. Vice President of Operations - Vision Hospitality Group 10:40 11:00 AM Break 11:00 11:45 AM MOTIVATIONAL SPEAKER UT Chattanooga Representative 11:45 12:00 PM Door Prizes and Adjourn

4 Tennessee Gas Association Customer Care & Marketing Summit Breakout Sessions Wednesday, May 3 rd MARKETING BREAKOUT SESSION AGENDA 1:15 1:20 PM WELCOME BACK Don Keele, ERPUD TGA Marketing Committee Chair 1:15 2:15 PM APPLIANCE TECHNOLOGY WHAT S NEW Chris Martin- Noritz Water Heaters 2:15 2:45 PM WHAT MARKETING MATERIALS CAN TGA PROVIDE FOR YOU? Open Discussion - Don Keele, ERPUD & Cassandra Fuller, JEA Facilitators 2:45 3:10 PM Break & Visit Vendors 3:10 3:55 PM ADVANTAGES OF SWITCHING RATE & EQUIPMENT COMPARISONS Levoid Baltimore, Marketing Representative- Elk River Public Utility District 3:55 4:45 PM CUSTOMER GROWTH MAIN LINE EXTENSION, EASEMENT, & CUSTOMER RETENTION POLICIES & IDEAS Open Discussion Don Keele, ERPUD & Cassandra Fuller, JEA Facilitators 4:45 5:00 PM Door Prizes and Adjourn CUSTOMER SERVICE BREAKOUT SESSION AGENDA Wednesday, May 3 rd 1:15 1:20 PM WELCOME BACK Kelley Zamboni, SCUD - TGA Customer Service Committee Chair 1:20 2:10 PM HOW TO DEAL WITH DIFFICULT CUSTOMERS Paul Mezick, Manager - Embassy Suites Chattanooga 2:10 3:00 PM PERSONAL STYLE FOR PROFESSIONAL SUCCESS FOR MEN & WOMEN Donna Roland, Certified Image Consultant Faithfully Fashionable, Sevierville, TN 3:00 3:20 PM Break & Visit Vendors 3:20 4:10 PM STRESS MANAGEMENT DECOMPRESS & RECHARGE TECHNIQUES Holli Richey, LCSW - Erlanger Health System 4:10 4:50 PM CUSTOMER CARE - WHAT DOES YOUR UTILITY DO? Utility Best Practices Open Discussion Kelley Zamboni & Carolyn Ramsey Facilitate 4:50 5:00 PM Door Prizes and Adjourn

5 TGA CUSTOMER CARE & MARKETING SUMMIT May 3 & 4, 2017 Embassy Suites Chattanooga Hotel & Conference Center CONFERENCE REGISTRATION Names: Company: Address: Contact: Phone: Registration Fee: $225 TGA Member $325 Non- Member Exhibitor Registration Fee: $275 Member (one 6ft. table, 2 chairs, electricity) $375 Non-Member (After April 21, add $25 late fee) $ Total INDICATE METHOD OF PAYMENT AND SEND TO: TGA 83 Century Boulevard Nashville, TN PHONE: FAX: (615) jwellman@tngas.org Check Visa MasterCard Discover AMEX Name on Credit Card Credit Card Number Expiration Date: Signature 3or 4 Digit ID Code Address of Credit Card Holder Including Zip If using a credit card, a receipt will be ed. address of Credit Card Holder: IMPORTANT: Deadline to register with TGA is April 21. Full registration refund prior to April 21. After April 21, a 50% credit will be issued towards a future TGA conference. Cancellations must be in writing. No shows will not receive a refund, no exceptions.