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Barry
Leinbach
President
Barry Leinbach and Associates
Barry Leinbach was running an IT call center before the concept became popular. With more than 20 years of experience, his approach is practical, well-tested and effective. Barry is an expert in customer service excellence, help desk support, and communications skills. He uses real-life experiences to teach support professionals how his solutions can be applied effectively.
Barry conducts workshops with many large corporations including BC Hydro, EDS, Traveller Underwirter, ICBC and British Columbia Open University. In his spare time Barry volunteers at the Kitsilano Showboat, an outdoor theatre as MC. Barry's light-hearted and enthusiastic approach keeps participants actively involved in all aspects of his presentations.
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Session
Description:
In this irreverent and entertaining sequel to “23 ½ Big Fat Lies About Help Desks” Barry has uncovered even more lies and misconceptions that managers may hear when working with their support center team. Have you ever heard this little one liner uttered by one of your staff: "Management collects statistics to keep us analysts in line?" How about, “ Don’t worry, they won’t outsource the help desk; it costs too much.” These offhanded remarks often have an element of truth that needs to be addressed before everyone on your team starts to “believe.”
Some of the lies and misconceptions that we will discuss include:
- I didn't cut a ticket cuz ……
- We surveyed our customers and they like us.
- We’re too busy being reactive to be proactive?
- That’s the way we’ve always done it.
- Angry customers are lost forever.
At the conclusion of the session participants will have a toolkit that includes:
- Some of the most common misconceptions about their help desk that they should keep an eye on.
- A game plan for dealing with these “little misunderstandings.”
- How to prevent these misconceptions from taking over your help desk.
- Dealing with obstacles to reality.
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