2023 Small Business University - March 16

Difficult Customer Conversations:
Preparing for the Unexpected & Debunking the Myths
Presented by: Delainey McIlwain and Kate Smiley, Park National Bank

The customer service world can present many unique challenges. Delainey McIlwain and Kate Smiley of Park National Bank will provide the tools and knowledge needed when faced with difficult customer conversations, including how to deal with the "unknown" and debunking common myths around the industry.

Small Business University will take place Thursday, March 16 at the Fairfield County Ag Center, 831 College Ave. in Lancaster. Sign-in and lunch begin at 11:30 a.m., with the presentation starting at Noon.

Cost - $20

Registration closes Monday, March 13 at 4 p.m.

Speaker Bios:

Delainey McIlwain - Community Relations Coordinator, Park National Bank

Delainey Mcilwain works for Park National Bank where she is the Community Relations Coordinator, serving the Southeast region of Ohio. In her current role, she is able to work with local non-profits and organizations to support Park National Bank’s mission to give back to the communities in which they serve.

Delainey started her career at Park National Bank in 2014 as a Teller, while attending Ohio University Lancaster as a full time Communications student. She has held various positions over the years from Teller, Customer Service Rep, Freedom Years Assistant and Freedom Years Director, before assuming her current role. Delainey is a graduate of Ohio University and resides in Lancaster with her husband Brody and fur baby Moose. She is passionate about her community and serving others. Delainey is currently the President of the Visit Fairfield County Board, President of the Friends of the Lancaster Parks Board, the Treasurer of the Destination Downtown Lancaster Board, is a member of Young Professionals of Fairfield County, is an Advisory Committee Member for Ohio University Lancaster Women’s Leadership Summit and is the incoming Co-chair of Women’s Giving Circle. In her free time she enjoys spending time with her family, hiking and biking local trails.

Kate Smiley - Senior Recruiting Specialist, Park National Bank

Kate Smiley works as the Senior Recruiting Consultant for Park National Bank Corp. Throughout her 13 years at Park National and serving on local, community non-profit boards, Kate’s unique career has provided ample opportunity for a variety of customer interactions, great and not so great. All were useful learning experiences, though!

Kate started at Park National Bank in 2010 as a Teller, after obtaining her BS Degree in Education and Human Development. Throughout the last decade, she transitioned from the front line to the Director of Freedom Years, during which time she annually led 1,000 – 1,500+ customers on vacations all over the world. These customer service experiences led to Kate being awarded the Lancaster – Fairfield County Chamber of Commerce’s Tammy Nusser Customer Service Award in 2019. Kate resides in Lancaster and can be found roaming around Fairfield County’s vast park trail system after work or taking an art class at the Decorative Arts Center of Ohio. Kate is currently the Board President of the Decorative Arts Center of Ohio, a member of the Lancaster Rotary Club, Young Professionals of Fairfield County, Young Professionals of Columbus Club, the Society for Human Resources and is the incoming Co-chair for the Fairfield County Foundation’s Women’s Giving Circle.