Servicing Technology Customers-What are The Secrets To Apple's Service Success?
This session will focus on the challenges of serving customers who use technology products. No matter if you are supporting hardware, software, networks, or online solutions; the issues of servicing these customers are complex. We will explore the world of tech support and determine the goldmines and land mines of this specialized service offering. You will gain a better understanding of what tech companies need to do in order to create loyal customers. We will also explore the systems, tools and methods used today by some of the most highly rated technology service companies. Let's take Apple Computer as an example of a respected service company. What makes them different than their competitors? Why do their customers love them and what can we do to be more like Apple? If you are anywhere near technology services in your contact center then this is a "must attend" session.
• Gain a better understanding of the structure and operations of tech support
• Learn what other companies do to deliver "award winning" service
• Set your course for delivering better service to technology customers
• Understand the top three customer satisfiers and what you need to do to improve loyalty
• Learn how Apple Computer stays ahead of the competition by focusing on great service delivery
Bill Rose is an independent consultant since leaving his position as the Technology Services Industry Association (TSIA)’s vice president of services research and the chairperson of TSIA’s Support Services Advisory Board.
For almost two decades, Bill has served as an energetic and articulate advocate for the service and support industry. The founder of the Service and Support Professionals Association (SSPA) in 1989 and its chief executive for 15 years, Bill has over the last decade emerged as a global expert on best practices within the industry, and as a leading authority on ways to heighten efficiencies while at the same time building customer loyalty. Perhaps more than any other single individual, Bill is responsible for service and support becoming a highly valued, mission-critical department within the structure of Global 2000 enterprises.
Bill spent the first 20 years of his career in the technology services business with IBM, Morino & Assoc., Candle Corp, and Hitachi Data Systems. During this time, he held every position from HDW/SFW technician to VP of Global Services.
Bill is also a widely acclaimed international speaker, and has authored a number of influential guides, including Managing Software Support, Automating Your Support Center, and Taking Charge of Your Support Center, in addition to hundreds of industry
Date: Thursday Oct 25, 2012
Internet & Audio Connection, feel free to have your entire team
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