2009 Customer Service Week

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Sign up for the FREE Customer Service Week Webinars!

Just so you know, as a member benefit HDI offers its members regular monthly SPIN Webinars. The next SPIN Webinar is scheduled for October 20th. Learn More about the member benefit!

This years Customer Service week is sponsored by the

HDI Service Management Conference and Expo

Webinar Details

Monday, October 5, 2009
Customer Satisfied!
Rich Hand - HDI Executive Director of Membership
Rich Hand the Executive Director of Membership at HDI will give an overview of the week's events and present "Customer Satisfied!" a new way to look at customer service opportunities and metrics. He will turn your customer service score "upside down" and do his best to convince you that there is a better way to look at customer service.

	•	Who is responsible for customer service?
	•	What is your goal for every call or customer interaction?
	•	How are you measuring?
	•	What are you measuring?
	•	What are you doing with your scores?

This is a great opportunity to gather your teams to have a "heated" discussion on the true meaning of customer service, and how we achieve "Customer Satisfied!"

We are experiencing technical difficulties with this recording. Check back soon.

Tuesday, October 6, 2009
12 step process to excellence!
Chris Dancy
Founder and VP of Sales and Marketing of ServiceSphere
A 12 Step program for your staff when supporting your users becomes a codependent nightmare. A review of how quickly organizations can go from taking calls to obeying demands, and how this disturbing trend can be set straight! A "codependent" is one side of a relationship between mutually needy people. To help "fix" the support function in organizations, band aids like, ITIL, Six Sigma, new staff or even new software are often deployed. This usually leads to more confusion and frustration on the part of the support staff and customers. During this topic we will look at the 12 signs of trouble. For instance, "Do as we say, Not as we do", "Death By Metrics" and "Category Other"! Finally we will reveal the 12 signs of enlightenment. Of course the first step is to admit that we might have a problem.

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Wednesday, October 7, 2009
Save the Customer, Save the World!
Brandon Caudle - Customer Service Voodoo
Regular men and women, all around the world, are discovering that they have extraordinary abilities to fix technical problems and resolve customer issues...they are finding out that they can...Save the Customer, Save the World!

In these dark times, the very times that try companies' souls, we are returning to a basic need - the need for business survival. As we re-discover the importance of the customer in challenging economic times, it is paramount that we seek out and bring to light the best practices that will retain our Customers and save our companies from impending doom.

Join Brandon Caudle on October 7th as he shares his research into the phenomenon that is Unparalleled Customer Service and we fight to... Save the Customer, Save the World!

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Thursday, October 8, 2009
Recession Proof Your Customer Service
Phil Gerbyshak - The MAKE IT GREAT! Guy
Join the Make It Great! Guy Phil Gerbyshak as he shared simple tips and stories on how you can recession proof your customer service. Phil will share how his team and other teams he’s worked with have created great experiences for their customers, even in these unstable times.

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Friday, October 9, 2009
First Contact Resolution: The Performance Driver!
Pete McGarahan - McGarahan & Associates
"Excuse me – would you mind holding for a minute while I research something and get back to you?" Five minutes later, the support representative returns to a frustrated customer to explain why they cannot resolve the issue – leaving the customer experience in shambles. To the customer, and let's face it, their perspective is the only one that matters, if it's not solved on first contact then the resolution better be timely, transparent, accurate and aligned with expectations. There are five initiatives that are critical to all support centers around this process of providing best practice, cost-effective support that meets or exceeds your customer's expectations.

Download a complimentary PDF available here: http://mcgarahan.com/

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