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