be our guest siguccs14
Post on 08-Jul-2015
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BE OUR GUEST
Crafting a Magical Client Experience
STARRING…
Rebecca Klein Kevin Steele
HOLD FOR VIDEO
Today’s Agenda
• Customer Service Philosophy Review
• Implementation
• Reinventing the Image
• Current Status
• Future Plans
• Q&A
Customer Service Philosophy Review
Everybody has a bowl…everybody does what fits in their bowl.
Lacks collaborationSilos developProcesses slow down/stopFinger-pointing culture
Two Catalysts For Change…
Stepping Backwards A Month
Why Disney?
Process Start
Implementation
Reinventing Our
Image
Where Are We Now?• Focus on end-user experience
• New Help Desk Manager– HDI Certification
• TechQual+ Survey Analysis
Where Are We
Going?
Questions???
Kevin M. SteeleTraining & Distance Learning Consultant
kevin.steele@valpo.edu@ksteeletech
Becky KleinManager of Client Relations
becky.klein@valpo.edu@mrs_wally
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