Driving Customer Experience Quality from the Front Line
Friday, February 11, 2011 from 1:00 PM to 4:00 PM (EST)
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: Southfield Public Library 26300 Evergreen Road, Southfield, MI 48076
Raffle Item: IPad (YOU MUST BE AN HDI MEMBER TO WIN THE iPAD!) to be given away at the meeting and many other cool items ($1000 in raffle items overall)! You can join at the meeting or join now by going here:
Summary: Are you tired of being handed products where you have to explain to the customer why it’s broken. For large and small companies alike, driving high customer satisfaction results is a challenge many fail to manage. A common issue is revamping normal business operations in the current environment and implementing change that increases customer experience quality.
In this session you’ll learn how to develop a Customer Service capability that drives customer satisfaction back into the organization. Learn how to build a “Customer Quality Environment” that will direct the guiding principles of customer satisfaction and ensure services are delivered with a customer focus. You’ll gain the knowledge you need to enhance your current environment and take away a framework for success that you’ll be able to use to enhance the customer experience.
Speaker: Rob Kleier
Mr. Kleier has driven technology solutions since 1991. He began his career as a programmer analyst and progressed to Chief Technology Officer in the financial services industry. He joined CDI in September of 2007 as a subject matter expert in the IT Solutions business development group. His current responsibilities include crafting solutions for clients and supporting the sales organization across the United States.
Mr. Kleier holds a BS in Computer Science from Northern Kentucky University and a MBA from the Crummer Graduate School of Business, Rollins College. He also served his country for 4 years in the United States Marine Corp.
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. All of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.