Presenter: Erick Simpson, Vice President & CIO, MSP University
This session focuses on methods to deliver the best onsite service delivery experience for your clients, end-users, and your technical staff. The best onsite service will increase client satisfaction and build continued loyalty among your clients. Topics include preparation prior to the visit, what to do first after arriving onsite, 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. Additional topics include how to listen for and position up-sell opportunities correctly to facilitate the sales process, and managing sub-contractors to service your clients effectively.
