Driving Customer Satisfaction
Friday, May 13, 2011 from 1:00 PM to 4:00 PM (EDT)
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: Modis (formerly Ajilon) 3000 Town Center Suite 2600-26th floor Southfield, MI 48075
Raffle Item: TBD
Summary: Driving Customer Satisfaction
Customer Satisfaction is important to your Service Desk and to IT overall. Customer perceptions of IT fairly or unfairly are usually determined by the performance of the Service Desk. Whether you are on the Service Desk or respond to Service Desk tickets, you need to be concerned with Customer Satisfaction. Sign up for this meeting to gain knowledge on driving customer satisfaction in your organization.
In this session we will discuss:
- Defining your customer
- How do you know if they are “satisfied”? Or what does satisfaction mean to them?
- How do you measure satisfaction?
- How do you handle unsatisfied customers?
- Does Agent Satisfaction = Customer Satisfaction?
- How do I drive up customer satisfaction?
Speaker: Bob Sochacki, ANX eBusiness and VP of Programs with HDIMotown
Speaker BIO: Bob is an IT manager with over 22 years of experience in Service Management. His career spans multiple companies including: EDS, law firm-Miller Canfield, Aditya Birla Minacs and most recently ANX eBusiness as a Help Desk Manager supporting external customers. His success is founded on the principle that collaborative teamwork, creativity and metrics can be utilized to successfully leverage resources to streamline processes, reduce expenses and increase customer satisfaction. Many of you will also know Bob through HDIMotown as the VP of Programs for the chapter.
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.