mmv hdi charlotte chapter charlotte november 13, 2008 today’s presentation: just fix my *%&$^...

MMV HDI Charlotte ChapterCHARLOTTE

November 13, 2008

Today’s Presentation:Just Fix My *%&$^ Problem!!!

MMV HDI Charlotte ChapterCHARLOTTE

AGENDA12:00 p.m. Program Begins

» Welcome/Introduction: Carlos Witherspoon,HDI Charlotte VP Programs

12:10 p.m. Jeff Brooks (Presentation) JUST FIX MY %#$@ PROBLEMTM

1:15 p.m. Closing Remarks, Survey

1:30 p.m. Meeting Closes

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HDI Charlotte News

• Networking??? This meeting is comprised of over 46 different companies

• Next Events• July 17th – Vista Presentation – Info to follow• August 2nd - Summer Social - HDI Charlotte @ Knights-

Info on Web Site • Charlotte Chapter Library – Books can be checked out.

Current title list is available online• HDI Membership – Ask about a free Trial Membership• Our Website: www.hdicharlotte.org

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Your OfficersCHARLOTTE, NC  

Lando, David President

Autrey, Cori National Coordinator

Brooks, Jeff Librarian

Canaday, Joseph Treasurer

Chris Bennington VP Membership

Saunders, Jason Webmaster

Witherspoon, Carlos VP Programs

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Thank You to Our Sponsors

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JUST FIX MY %#$@ PROBLEMTM

Jeffrey M. Brooks MBA, MSCIS, MCP, HDM, ITIL

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What are we going to talk about?

What is “Fix the Customer?”What about Fixing the Problem?

Bad Customer Services ExamplesHow can we apply “Fix The Customer”What do we remember most about a

situationReview & Wrap Up

Questions

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Fix The Customer?

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Houston…We Have A Problem!

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Who Does This Anyway?

What happened the last time they didn’t have your size in the store?

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What Does it Cost?

Happy to Do It!

Here’s What It Costs.

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What Do We Do?

If the customer wants someone on site, and is willing to pay, we are HAPPY TO DO IT!

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The Real Question: What Can it Cost?Loss of Maintenance

Bad ReputationStress

Phone call to the CEO/CIO/CTOLoss of Customer

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Viva Las Vegas

May I please have another Diet Coke?

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What I Should Have Heard…

My pleasure! I’ll have your waitress bring it over to you right away.

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Consider…

Can you help me Map Some Data on our form?

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Welcome to Wendy’s…

Please Drive Up to the Window…

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It Could Have Gone Better…

We normally process…but I’m happy to take care of that right here.

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Consider…

What do you mean I have to call the partner?

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Can’t Believe I Have To Call Support

May I please have the model of the Printer?

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You Want Me To Do What?

My mistake…it’s a red button.

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Consider…

Do you see the Check Box inside the Object Properties?

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Know When To Say No – NEVER!

Absolutely….right away.

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Consider…

Can I have a conference call with a Developer? How about the Product Manager?

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Are We There Yet?

OK…how long is it going to take?

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Against The Rules?

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Consider…

When do you think that Patch will be available?

Will my fix be in the patch?

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Are You the CEO?

I wanted to voice some concerns about a recent flight…

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A Little Empathy Goes A Long Way

As an apology, please accept these…

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Consider…

What can we do for our customers when we make a mistake?

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I Scream, You Scream, We All…

WOW! Cakes, how much are those?

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Let Them Eat Cake?

That’s a new product, and I don’t have pricing yet…but I am more than happy to…

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Consider…

When a consultant is on site…and they just don’t know.

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A Picture Is Worth A 1000…

Wouldn’t that be a great picture!

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The Customer is Always Right?

In our experience…but…I am more than happy to do it for you.

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Consider…

How do we convince our customers to follow best practices. – Lead by example!

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Something fishy…

I’m allergic to Avocado!

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Have It Your Way

If Burger King can do it…

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But…The Handbook Says…

Sometimes, an employee feels like they are only following orders.

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I’ve Got The Power

The more empowered your employees are, the more successful they will be!

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The Worst for Last…

My wife was so proud that she got

herself, the kids and the luggage to

the airport on time…

…but the good part in the story ends there!

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A 25lb Baby is NOT small…

My happiness is not worth $20?

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I can speak to the Supervisor when?

Monday through Friday from 9 am to 5 pm.

B S!

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What did I want?The plane to come back?

My luggage!Most Importantly - Empathy!

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How Did They Fix It?

A gesture that ensures I come back for MORE Service!

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Is It Really That Bad…

Consider that I remember these situations so clearly I am able to do a presentation about them.

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And…

I spent a good deal of time debating if I would ever do business with those organizations again!

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Create a Bill of Rights

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Fix The Customer = Work Around

It’s the difference between telling a customer they have to

wait for a Patch, and just getting them up and running again.

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What makes me sick!

I AM SICK AND TIRED OF HEARING ABOUT WHAT YOU CANNOT DO!

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My Wife’s Birthday Ruined!

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60 Days Later…

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My Thesis!

Customer Service IS Not about what you can’t do…

what YOU CAN DO!!!!

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Wrap It Up…

People remember bad experiencesWhat does it cost vs. what can it cost

Consider a formal Incident and Problem Management Process

Fix the Customer…Not the ProblemFirst and foremost…what can you do?

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Questions…Comments…Snide Remarks?

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Thank You

Jeffrey M BrooksSenior Manager, Support Services

Peak 108910 Lenox Point Dr

Suite ACharlotte, NC 28273

Main: 1-704-264-1027Mobile: 1-803-554-3838

www.peak10.com

Please fill out a survey!