San Francisco, California
London, United Kingdom
Friday, November 8, 2013
ITT Technical Institute, 1522 East Big Beaver Road, Troy, MI 48083
1:00 p.m. to 4:00 p.m.
Delivering Premium Customer Service!
Presented by: LaDonna Spragg
Summary: Delivering Premium Customer Service
This is an interactive session where we will discuss what makes up Premium Customer Service. What do our customers need/expect from us? The key to this presentation is learning how “The Threshold” helps us understand what is going on with our customers and how it should change our communication approach. We’ll discuss eight types of difficult customer behavior and how we might move them from “above the threshold line” to “below the threshold line.”
LaDonna Spragg is Team Lead for Accenture Dealer Management System, providing application support to Caterpillar dealers globally. She supports a proprietary software suite developed by Caterpillar and used by Caterpillar dealers to run their businesses. They have a Support Center in Buenos Aires, Argentina and one in Manilla, Philippines providing 24/7, FTS support. Her product team supports the service module: work order, warranty, standard jobs, preventative maintenance and contract tracking. She is also the Customer Service Champion and Training Coordinator.
LaDonna has been a member of HDI since 2006, serving as VP of Finance and President of Central Illinois local chapter, and currently serving as VP of Communications and Librarian of the Chicagoland local chapter. LaDonna and her husband, Ted, have three children and nine beautiful grandchildren.
When & Where
HDI Local Chapter; Motown
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host regular chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. Most of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.