April 2016 Chapter Meeting

Providing Superhero Service

What does it take to be a superhero when a customer calls?  Customers already expect support analysts to answer the phone and provide an answer.  But how can you elevate the customer experience so that your customers believe they are talking to superheroes?  In this session, we will explore what the 2015 CSAT Elite 50 award recipient, Financial Information Systems at the University of Pittsburgh, does to make sure their customers are receiving that superhero service. 

There are many factors that need to be considered to ensure that your customers receive a great experience each time they contact your service desk.  Some of these factors are outward facing to your customers, however, a good bit of what it takes to be an outstanding service provider stems from the side that customers do not see.  Have you ever considered how analyst satisfaction or support team dynamics can affect the service that you are providing?  Do you involve or interact with your customers outside of when they submit tickets to your service desk?  What procedures do you have to proactively keep your customers informed?  Walk away with tips and techniques that you can start using right away on your service desk.

Meeting Agenda

Speaker Biographies

Carrie has worked in the IT service and support industry for sixteen years, where she is currently  the Manager of Customer Support for Financial Information Systems at the University of Pittsburgh.  In her current role, she is responsible for overseeing all service desk staff and functions, creating and ensuring compliance with procedures, performing service level management, and ensuring customer satisfaction.  She is currently the VP of Communications for the HDI Steel City chapter and has been an officer on the board for eight years, where she previously served as President and VP of Programs.  Carrie also serves on the HDI Member Advisory Board and has recently been elected as the incoming HDI Midwest Regional Director. Carrie was named the 2014 HDI Local Chapter Officer of the Year and her team received the 2015 HDI CSAT Elite 50 award.