Presenter: Erick Simpson, Vice President & CIO, MSP University
This session focuses on methods to deliver the best service delivery experience for your clients, end-users, and your technical staff. Effective, efficient service delivery processes and procedures will increase client satisfaction and build continued loyalty among your clients. Topics include incident management, communication and customer service tips to identify needs while keeping clients at ease and cooperative, setting the proper expectations, what NOT to say, what to do when things go wrong, and when to escalate to the Service Manager.
