Brew City HDI

We will enjoy an evening of fun and fellowship as we toast to Analyst of the Year nominees and crown our winner. We look forward to celebrating with you!
Analyst of the Year Celebration
with Brew City HDI and Manpower
December 15, 2009
Check in begins at 5:30PM
Manpower World Headquarters
100 Manpower Place
Milwaukee, WI
Directions: Hwy 43 to McKinley Rd. Exit [...]

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STEVE CARTWRIGHT

Chief Information Officer, We Energies                           

Steve Cartwright was appointed director and chief information officer – IT Services for We Energies in 2005. Cartwright leads the company’s information technology infrastructure initiatives and operations, and is responsible for technology security and corporate center application areas.
Cartwright joined the company in 1982 as a senior project engineer in [...]

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Below is the presentation provided by Scott at our October meeting at Runzheimer.  We appreciate the practical experience that Scott was able to share and the tips for building your service desk into a value add organization!
Brew City Hdi October 2009 Presentation
View more presentations from BrewCity HDI.

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“Improving & Marketing Your Service Desk:  Doing More With Less…”   
Speaker Scott Madden
 Scott will speak about his experiences and lead a discussion of the Help Desk Evolution model, where most of us are and how to improve customer service with low or no cost methods.
 When & Where
October 20th, 2009
Check in begins at 5:30
 
Runzheimer International
1 Runzheimer Parkway
Waterford, WI  53185 

 
 RSVP [...]

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Runzheimer International Ltd. is one of the most innovative companies in the world, providing a comprehensive range of employee mobility services relating to business vehicles, relocation, travel management, corporate aircraft, and virtual office programs.  Our deep experience in these areas−combined with our one-of-a-kind benchmarking databases−uniquely position us to help organizations optimize employee productivity while containing [...]

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Determine what is most important

Listening skills

80/20 rule, 80% listening 20% talking

Probing questions
Empathy
Explain why the issue occurred
Ask the customer what else they can help you with
Learning the different communication styles and how to manage them
Taking control of the call

Confidence

Train all of IT on customer service, not just the Service Desk

Skills for training Great Customer Service

Count to [...]

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Twice daily meetings called whips that last ~10 min for team building. Answer a fun question to get to know the rest of the team. (What was your favorite pair of shoes in grade school?)
Team building event every 2 weeks for ½ day. Account managers, project managers, and recruiters get together for volleyball or kickball.
Once [...]

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September Meeting
As we start regular meetings, we would love your feedback.  The September meeting is dedicated to preparation for Customer Service week.  Whether you are a manager, an analyst or a customer, we would like your thoughts on what you would like to gain from the meeting. 
 Please take this survey to provide your feedback: 
 Meeting Survey
Customer Service Week
Join [...]

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Friday, August 28th
7:05 PM
Milwaukee Brewers v Pittsburgh Pirates
 
Seats:  Section 237 Rows 1-3 (above the Brewer’s Bull Pen area)
 
Cost:
Tailgate and Tickets:  $30.00
Tickets Only:  $20.00
Tailgate Only:  $10.00 –
Tailgate includes typical cookout type food – brats, hamburgers etc.  Beer and Soda will be included, but feel free to bring anything you would like for yourself or to [...]

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