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Session 501: The Moment of Truth: Where Tech Support Meets the Customer

Dee Borgoyn  (Owner/Founder, Borgoyn Consulting Services)

Kathy Veldboom  (Technical Support Executive, Independent Consultant)

Date: Wednesday, November 10

Time: 11:35am - 12:35pm

Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!

Track: Building and Leading a World-Class Culture, Pursuing Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

An IT manager is calling in to your company on behalf of a hospital stroke team because their messaging service solution is down. This issue could literally be a matter of life or death for a stroke patient. How confident are you about the service that will be provided, in this moment when you can't be there? It's the "Moment of Truth."

Join two customer service leaders as we go beyond the technical side to explore the "soft side" of tech support and customer experience, discussing the key factors that enable you to create and sustain a five-star experience for both the customer and the employee!

Dee Borgoyn and Kathy Veldboom will share specifics about how to conduct the employee selection process, how to effectively onboard, and how and what to train your tech support staff. They'll walk through an example of a support call in healthcare, from the start to what you might consider to be the ideal finish. Finally, they'll focus on the critical role of the leader in understanding and supporting frontline service staff. If you want to ensure that your team is providing consistent, personalized, world-class service, this session is for you!