 MMV HDI Charlotte Chapter CHARLOTTE November 13, 2008 Today’s Presentation: Just Fix My *%&$^ Problem!!!

 MMV HDI Charlotte Chapter CHARLOTTE AGENDA 12:00 p.m.Program Begins »Welcome/Introduction: Carlos Witherspoon,HDI Charlotte VP Programs 12:10 p.m. Jeff Brooks (Presentation) JUST FIX MY PROBLEM TM 1:15 p.m.Closing Remarks, Survey 1:30 p.m.Meeting Closes

 MMV HDI Charlotte Chapter CHARLOTTE HDI Charlotte News Networking??? This meeting is comprised of over 46 different companies Next Events July 17 th – Vista Presentation – Info to follow August 2 nd - Summer Social - HDI Knights- Info on Web Site Charlotte Chapter Library – Books can be checked out. Current title list is available online HDI Membership – Ask about a free Trial Membership Our Website:

 MMV HDI Charlotte Chapter CHARLOTTE Your Officers CHARLOTTE, NC Lando, DavidPresident Autrey, CoriNational Coordinator Brooks, JeffLibrarian Canaday, JosephTreasurer Chris BenningtonVP Membership Saunders, JasonWebmaster Witherspoon, CarlosVP Programs

 MMV HDI Charlotte Chapter CHARLOTTE Thank You to Our Sponsors

 MMV HDI Charlotte Chapter CHARLOTTE JUST FIX MY PROBLEM TM Jeffrey M. Brooks MBA, MSCIS, MCP, HDM, ITIL

 MMV HDI Charlotte Chapter CHARLOTTE What are we going to talk about? What is “Fix the Customer?” What about Fixing the Problem? Bad Customer Services Examples How can we apply “Fix The Customer” What do we remember most about a situation Review & Wrap Up Questions

 MMV HDI Charlotte Chapter CHARLOTTE Fix The Customer?

 MMV HDI Charlotte Chapter CHARLOTTE Houston…We Have A Problem!

 MMV HDI Charlotte Chapter CHARLOTTE Who Does This Anyway? What happened the last time they didn’t have your size in the store?

 MMV HDI Charlotte Chapter CHARLOTTE What Does it Cost? Happy to Do It! Here’s What It Costs.

 MMV HDI Charlotte Chapter CHARLOTTE What Do We Do? If the customer wants someone on site, and is willing to pay, we are HAPPY TO DO IT!

 MMV HDI Charlotte Chapter CHARLOTTE The Real Question: What Can it Cost? Loss of Maintenance Bad Reputation Stress Phone call to the CEO/CIO/CTO Loss of Customer

 MMV HDI Charlotte Chapter CHARLOTTE Viva Las Vegas May I please have another Diet Coke?

 MMV HDI Charlotte Chapter CHARLOTTE What I Should Have Heard… My pleasure! I’ll have your waitress bring it over to you right away.

 MMV HDI Charlotte Chapter CHARLOTTE Consider… Can you help me Map Some Data on our form?

 MMV HDI Charlotte Chapter CHARLOTTE Welcome to Wendy’s… Please Drive Up to the Window…

 MMV HDI Charlotte Chapter CHARLOTTE It Could Have Gone Better… We normally process…but I’m happy to take care of that right here.

 MMV HDI Charlotte Chapter CHARLOTTE Consider… What do you mean I have to call the partner?

 MMV HDI Charlotte Chapter CHARLOTTE Can’t Believe I Have To Call Support May I please have the model of the Printer?

 MMV HDI Charlotte Chapter CHARLOTTE You Want Me To Do What? My mistake…it’s a red button.

 MMV HDI Charlotte Chapter CHARLOTTE Consider… Do you see the Check Box inside the Object Properties?

 MMV HDI Charlotte Chapter CHARLOTTE Know When To Say No – NEVER! Absolutely….right away.

 MMV HDI Charlotte Chapter CHARLOTTE Consider… Can I have a conference call with a Developer? How about the Product Manager?

 MMV HDI Charlotte Chapter CHARLOTTE Are We There Yet? OK…how long is it going to take?

 MMV HDI Charlotte Chapter CHARLOTTE Against The Rules?

 MMV HDI Charlotte Chapter CHARLOTTE Consider… When do you think that Patch will be available? Will my fix be in the patch?

 MMV HDI Charlotte Chapter CHARLOTTE Are You the CEO? I wanted to voice some concerns about a recent flight…

 MMV HDI Charlotte Chapter CHARLOTTE A Little Empathy Goes A Long Way As an apology, please accept these…

 MMV HDI Charlotte Chapter CHARLOTTE Consider… What can we do for our customers when we make a mistake?

 MMV HDI Charlotte Chapter CHARLOTTE I Scream, You Scream, We All… WOW! Cakes, how much are those?

 MMV HDI Charlotte Chapter CHARLOTTE Let Them Eat Cake? That’s a new product, and I don’t have pricing yet…but I am more than happy to…

 MMV HDI Charlotte Chapter CHARLOTTE Consider… When a consultant is on site…and they just don’t know.

 MMV HDI Charlotte Chapter CHARLOTTE A Picture Is Worth A 1000… Wouldn’t that be a great picture!

 MMV HDI Charlotte Chapter CHARLOTTE The Customer is Always Right? In our experience…but…I am more than happy to do it for you.

 MMV HDI Charlotte Chapter CHARLOTTE Consider… How do we convince our customers to follow best practices. – Lead by example!

 MMV HDI Charlotte Chapter CHARLOTTE Something fishy… I’m allergic to Avocado!

 MMV HDI Charlotte Chapter CHARLOTTE Have It Your Way If Burger King can do it…

 MMV HDI Charlotte Chapter CHARLOTTE But…The Handbook Says… Sometimes, an employee feels like they are only following orders.

 MMV HDI Charlotte Chapter CHARLOTTE I’ve Got The Power The more empowered your employees are, the more successful they will be!

 MMV HDI Charlotte Chapter CHARLOTTE The Worst for Last… My wife was so proud that she got herself, the kids and the luggage to the airport on time… …but the good part in the story ends there!

 MMV HDI Charlotte Chapter CHARLOTTE A 25lb Baby is NOT small… My happiness is not worth $20?

 MMV HDI Charlotte Chapter CHARLOTTE I can speak to the Supervisor when? Monday through Friday from 9 am to 5 pm. B S!

 MMV HDI Charlotte Chapter CHARLOTTE What did I want? The plane to come back? My luggage! Most Importantly - Empathy!

 MMV HDI Charlotte Chapter CHARLOTTE How Did They Fix It? A gesture that ensures I come back for MORE Service!

 MMV HDI Charlotte Chapter CHARLOTTE Is It Really That Bad… Consider that I remember these situations so clearly I am able to do a presentation about them.

 MMV HDI Charlotte Chapter CHARLOTTE And… I spent a good deal of time debating if I would ever do business with those organizations again!

 MMV HDI Charlotte Chapter CHARLOTTE Create a Bill of Rights

 MMV HDI Charlotte Chapter CHARLOTTE Fix The Customer = Work Around It’s the difference between telling a customer they have to wait for a Patch, and just getting them up and running again.

 MMV HDI Charlotte Chapter CHARLOTTE What makes me sick! I AM SICK AND TIRED OF HEARING ABOUT WHAT YOU CANNOT DO!

 MMV HDI Charlotte Chapter CHARLOTTE My Wife’s Birthday Ruined!

 MMV HDI Charlotte Chapter CHARLOTTE 60 Days Later…

 MMV HDI Charlotte Chapter CHARLOTTE My Thesis! Customer Service IS Not about what you can’t do…what YOU CAN DO!!!!

 MMV HDI Charlotte Chapter CHARLOTTE Wrap It Up… People remember bad experiences What does it cost vs. what can it cost Consider a formal Incident and Problem Management Process Fix the Customer…Not the Problem First and foremost…what can you do?

 MMV HDI Charlotte Chapter CHARLOTTE Questions…Comments…Snide Remarks?

 MMV HDI Charlotte Chapter CHARLOTTE Thank You Jeffrey M Brooks Senior Manager, Support Services Peak Lenox Point Dr Suite A Charlotte, NC Main: Mobile: Please fill out a survey!