May 9, 2012 – Meeting
Time: 1:30 – 3:00
Location:
Pine Rest Christian Mental Health Services
O&A Bldg.
300 68th Street, SE
Grand Rapids, MI 49548
Driving Customer Satisfaction
Customer Satisfaction is important to your Service Desk and to IT overall. Customer perceptions of IT fairly or unfairly are usually determined by the performance of the Service Desk. Whether you are on the Service Desk or respond to Service Desk tickets, you need to be concerned with Customer Satisfaction. Sign up for this meeting to gain knowledge on driving customer satisfaction in your organization.
In this session we will discuss:
- Defining your customer
- How do you know if they are “satisfied”? Or what does satisfaction mean to them?
- How do you measure satisfaction?
- How do you handle unsatisfied customers?
- Does Agent Satisfaction = Customer Satisfaction?
- How do I drive up customer satisfaction?
Speaker: Bob Sochacki, VP of Programs with HDIMotown
Speaker BIO:
Bob is an IT manager with over 22 years of experience in Service Management. His career spans multiple companies including: EDS, law firm-Miller Canfield, Aditya Birla Minacs , ANX eBusiness and Nimsoft as a Customer Success Manager. His success is founded on the principle that collaborative teamwork, creativity and metrics can be utilized to successfully leverage resources to streamline processes, reduce expenses and increase customer satisfaction. Many of you will also know Bob through HDIMotown as the VP of Programs for the chapter.
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April 11, 2012 – Meeting
Time: 1:30 – 3:00
Location: SEI – Service Express Inc
3854 Broadmoor Avenue (Airport Business Park)
Grand Rapids, MI 49512
Note: Host site will be providing a Tour
Topic:
Service Level Management: Putting SERVICE back into ITSM
Ask the average IT person about ITIL and the first things that come to mind are Incident Management, Change Management, CMDB and the likes. The fact that ITSM is all about ‘Service’ and customer-facing versus internal-focused seems to sometimes be lost in translation. So how does IT put the Service back into IT Service Management? Join us to look at Service Level Management and learn how you can begin to improve business aligned IT Service quality and put the SERVICE back into ITSM!
Speaker: Gail Noren- Cherwell Software
Gail Noren has worked for some of the top global Information Technology vendors in the UK, New Zealand, Australia and North America. Prior to moving into Business Development Gail held a number of technical positions including Technical Instructor and Pre-Sales Support Engineer.
Since moving to the United States in 2003 Gail has gained a reputation as a customer focused sales executive who builds solid customer relationships at all levels of an organization. In her current position at Cherwell Software, her consultative approach along with a good technical understanding of ITIL process improvement enables her to understand and address business issues by recommending the appropriate solution to solve problems, improve efficiencies and increase productivity.
About SEI:
Service Express, Inc. (SEI) specializes in flexible on-site data center maintenance for
mainframe, midrange and Intel-based servers for IBM, DEC, HP, Sun/Oracle and Dell;
as well as EMC and STK storage. Additional services include: data center relocations,
OS support and hardware sales solutions. SEI partners with customers throughout 11
states to understand and meet their business and data center maintenance needs.
With a proven service delivery program, Service Express maintains a 98% customer retention rate.
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March 14, 2012 – Meeting
Time: 1:30 – 3:00
Location: Calvin College Prince Conference Center
1800 East Beltline Ave SE
Grand Rapids, MI 49546
Topic:
“How to Handle Customer Complaints and Bridge the Gap to them”
Ever wonder why all those customers keep on complaining about you and your product? What your customers really want today is an excellent experience. Sure, they want good service, a good product, and a good price. But what creates that loyalty is the connection created by you through the use of good ole fashion customer service. How do you proactively bridge the gap and understand their needs will make or break that relationship. Is it 100% guaranteed you, your product, or your service will fail them at some point sooner or later… How you recover will make or break that relationship. Every mistake, every problem, every dissatisfied customer provides a great opportunity for you to intervene and make the issue right
It’s almost a given nowadays to hear companies say to current and potential customers about how they are number one in service and support. We all wish it was that simple, just have a catchy phrase and it is done. That is far from the truth. Being number one takes a lot of very hard work and constant vigilance to ensure you stay at the top customer service is your company’s best commodity…
Mitch bio:
Mitch Bryant is the Enterprise Support Services Manager for the Norton Healthcare Service Center. Norton Healthcare is Louisville, Kentucky’s leading hospital and healthcare system and second-largest private employer. He manages Desktop Support, Help Desk, Enterprise Services (HR/Payroll support), and Security Administration, and the Virtualization services. The not-for-profit system is rated one of the top 100 integrated healthcare delivery systems in the country. Norton Healthcare serves the Greater Louisville metro area, including Southern Indiana, and patients throughout Kentucky.
Mitch has over twenty-six years of customer service experience with an emphasis on the full support within several disciplines. Prior to joining Norton Healthcare Information Services, Mitch was the IT manager for a truss manufacturing company and supported two high-demand manufacturing networks for construction, design, e-mail, and telecommunication services. Before that, Mitch served as a corporate engineering service manager, directing and supervising the engineering support staff for local, on-site support. He provided sales staff support and point of contact liaison with customers and local office staff with any projects.
In his previous role he was a project manager rolling out projects throughout the region for internet access for a major startup company Mitch is retired from the US Navy. He served most of his career in the submarine force, where he developed his passion for customer service and teamwork. Mitch is certified in ITIL and many other HDI certifications, as well as being an HDI Certified Instructor. He is the author of two previous HDI focus books, “Bridging the Gap to Your Customers” (Q1 2009) and “How to Handle Customer Complaints (Q4 2010). He is married to his wonderful wife Karen and they have 4 amazing kids (all with 4 paws and wagging tail each)
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February 8, 2012 – Meeting
Time: 1:30 – 3:00
Location: Gordon Food Service
420 50th St SW
Grand Rapids, MI 49501
Please RSVP : http://www.eventbrite.com/event/2873361301
Topic:
Remote Administration: Compliance & Security Challenges
Summary - In today’s distributed enterprises, remote support is part of the IT environment. This is particularly true when organizations manage a mobile workforce, public kiosks, remote offices, ATMs, critical servers, and point of sale terminals. All of these remote locations and devices require maintenance, help-desk/troubleshooting support, and system repairs—most of which must be done remotely.
In this session, IT managers will learn how to identify the security risks associated with remote administration tools and how to deal with the requirements of regulatory compliance. Learn how to meet the security challenges with remote access, as well as ways to use roles and privileges, authentication, encryption, patching and logging to achieve a compliant remote access program.
Speakers
Aaron Guilmette, Apex Digital Solutions
Ramelle Sarna, Netop
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November 9, 2011 – Meeting
Time: 1:30pm
Location: ITT
1980 Metro Court S. W.
Wyoming, MI 49519
Topic: Remote Administration: Compliance & Security Challenges
Summary
In today’s distributed enterprises, remote support is part of the IT environment. This is particularly true when organizations manage a mobile workforce, public kiosks, remote offices, ATMs, critical servers, and point of sale terminals. All of these remote locations and devices require maintenance, help-desk/troubleshooting support, and system repairs—most of which must be done remotely.
In this session, IT managers will learn how to identify the security risks associated with remote administration tools and how to deal with the requirements of regulatory compliance. Learn how to meet the security challenges with remote access, as well as ways to use roles and privileges, authentication, encryption, patching and logging to achieve a compliant remote access program.
Speakers
Aaron Guilmette, Apex Digital Solutions
Ramelle Sarna, Netop
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October 12, 2011 – Meeting
Location: ITT
1980 Metro Court S. W.
Wyoming, MI 49519
Speaker – Tim Barr
Dashboards – Taking Your Business from 0 to 60 with the Click of a Mouse
In today’s business climate there is a great need to provide technical information to non-technical decision makers to help drive the business forward. How do establish Key Performance Indicators (KPIs), and more importantly, how do you manage the business based on those KPIs? Decision makers need a common platform that is easy to understand and modify in order to drive better, faster business decisions.
In this session we will:
- Answer the question “What are KPIs, and why should I have them?”
- Discuss the difference between “Outcome” and “Driver” KPIs
- Review the capability and functionality of dashboards
- See how dashboards drive business forward when it comes to managing based on KPIs
Who is Tim Barr?
Tim is a motivator, speaker, trainer, teacher, leader, salesman, manager, husband, and father known for his presentations, keynote addresses, seminars and training sessions. His keynotes and presentations are timely, funny, true to life, poignant, and sometimes life changing (or so Tim has been told).
Tim is currently Director of Sales for iDashboards, one of the world’s leading dashboard software companies, and the Chief Motivator at Tim Barr Training, and his stated goal is to ‘change the world, one life at a time.’ Having worked in sales and management for some of the world’s best companies, including Lanier, McDonnell Douglas and GRiD Systems, Tim takes the lessons he has learned in business, life, and relationships, and passes them on to provide fresh insights, challenge and humor.
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Kick-Off 2011 – 2011 Meeting Season
Date: Wednesday, September 14, 2011
Time: 1:30 PM
Place: Calvin College’s Prince Conference Center
1800 East Beltline Avenue, SE – Grand Rapids, MI 49546
Register at http://www.eventbrite.com/event/2053228261
West MI HDI welcomes Sophie Klossner. HDI’s Executive Director of Membership. Sophie shares in the highlights of the book “How Full Is Your Bucket” by Tom Rath and Donald Clifton. This presentation challenges you to evaluate how you recognize individuals and what that recognition gives back to you. Develop, along with Sophie, the positive strategies that work for you in work and life.
Sophie Klossner has been an influential member of the HDI team since 1992. She focused on event planning, content, and coordinating speaker development for the first two years with HDI as well as managed HDI’s human resource department for eight years. In 1999, Sophie became the local chapter membership director and chief member advocate, working closely with local chapter officers and members to maintain open lines of communication, representing members’ needs and issues, and building strong relationships with all of HDI’s chapters, officers and members. In December 2009, Klossner became the director of HDI membership where she brings her many years of member advocacy and relationship strengths in expanding membership and bringing value to the HDI members. Sophie recently became the Executive Director of Membership.
