|
| |
|
DATE: |
Thursday, January 14, 2010 |
|
TIME: |
11:30 AM - 1:30 PM |
|
LOCATION: |
Karl Storz Endoscope
2151 Grand Ave
El Segundo, CA 90245 |
|
TOPIC: |
Learn how to build a “Customer Quality Environment” |
|
SPEAKER: |
Rob Kleier |
|
SPONSOR: |
Sponsorship Available |
IMPORTANT NOTE: This Month's
meeting is on THURSDAY rather than Wednesday.
A quality customer experience is at the top of every
Service Managers agenda. In this session you’ll learn how to develop a Service
capability that drives customer satisfaction back into the organization. Learn
how to build a “Customer Quality Environment” that will direct the
guiding principles of customer satisfaction throughout the organization and
ensure services are delivered with a customer focus. Take away a framework for
success that you’ll be able to use to enhance the customer experience. You’ll
gain the knowledge you need to enhance your current environment and develop what
will be considered the Engine for customer satisfaction.
This session will include content that is directed toward the leadership of the
Service Desk Organization, whether newly appointed or not. It also addresses
other areas of the company that interface with the service desk and how changes
made in those areas impact the service desk. Specific processes will be
discussed that will require an understanding of the current environment to be
most beneficial.
Someone who understands how the company thinks about customer satisfaction will
also benefit from this presentation. We’ll talk about how to reduce the chances
for errors and how to communicate preemptively with internal and external
clients to drive customer satisfaction. An implementation framework will be
discussed that shows what has worked with our current customers. To generate the
most value from the conversation around the framework, while it doesn’t require
a substantial amount of knowledge, the audience would benefit more if they had
worked in an environment to give them perspective. Driving change in the
organization is also something that will be talked about. It will require
experience to correlate how they will change their own environment through the
strategic ideas that will be presented.
 |
Mr. Kleier has driven technology solutions since 1991.
He began his career as a programmer analyst and progressed to Chief
Technology Officer in the financial services industry. He joined CDI in
September of 2007 as a subject matter expert in the IT Solutions
business development group. His current responsibilities include
crafting solutions for clients and supporting the sales organization
across the United States.
Mr. Kleier holds a BS in Computer Science from Northern Kentucky
University and a MBA from the Crummer Graduate School of Business,
Rollins College. He also served his country for 4 years in the United
States Marine Corp.
|
Karl Storz Site Contact:
Oscar Gomez
424-218-8765
Click
here to RSVP by Tues 01/12/2010.
We look forward to seeing you at our
first meeting of the new year!
|
