Roy Atkinson: 2011 Tech Fair Keynote Speaker
In Pursuit of Customer Service Excellence
Increased emphasis on customer focus has caused support organizations to reexamine their practices and make serving the customer more of a priority. Some companies-like Zappos-have made great customer service a key element of the way they do business. Consumers are becoming much more aware of great service at every level, including your support center.
The government of the UK has given us ITIL, and it also gives us the CSE: The Customer Service Excellence Standard. This dynamic session will use elements from the CSE Standard, make it relevant to support organizations with both internal and external customers, and help define goals for customer service.
Attendees will learn:
● How to see through the “customer lens”
● The 5 elements of the Customer Service Excellence Standard
● How to identify your “real” customers
● How to avoid confusing your customers
The session is presented with both passion for the topic and with humor.
The Speaker
Roy Atkinson is Senior Writer/Analyst at HDI. He is “Ask the Expert,” the chief writer for white papers, Focus Books, SupportWorld articles, and a key in-house subject matter expert, holding both ITIL and HDI certifications. He came to HDI after nearly 15 years as a practitioner with experience in helpdesk and desktop support as well as business consulting. A member of HDI’s Conference Faculty in 2008 and 2011, Roy was also one of the judges for the 2010 Team Excellence Awards, is a frequent blogger, prolific tweeter (@RoyAtkinson, @HDI_Analyst), the creator of the HDICast podcast, and a contributor to many LinkedIn groups. He has presented HDI webinars, been an expert panelist on the topic of customer service on Focus.com Roundtables and a presenter on this topic on Thought Rock Live, and was chosen as one of the “Top 25 Most Influential in Customer Service” by the readers of Mindtouch.com in August 2011. Roy also co-hosts one of the most popular Twitter chats, also on the topic of customer service. He speaks frequently to HDI Local chapters as well as other groups.
