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Crafting a Magical Client Experience

STARRING…

Rebecca Klein Kevin Steele

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Today’s Agenda

• Customer Service Philosophy Review

• Implementation

• Reinventing the Image

• Current Status

• Future Plans

• Q&A

Customer Service Philosophy Review

Everybody has a bowl…everybody does what fits in their bowl.

Lacks collaborationSilos developProcesses slow down/stopFinger-pointing culture

Two Catalysts For Change…

Stepping Backwards A Month

Why Disney?

Process Start

Implementation

Reinventing Our

Image

Where Are We Now?• Focus on end-user experience

• New Help Desk Manager– HDI Certification

• TechQual+ Survey Analysis

Where Are We

Going?

Questions???

Kevin M. SteeleTraining & Distance Learning Consultant

kevin.steele@valpo.edu@ksteeletech

Becky KleinManager of Client Relations

becky.klein@valpo.edu@mrs_wally