Listen to Your Customers: How IT Can Provide Better Support

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For a weibar sponsored by Citrix 11/15. IT needs to provide the best possible support to its end users. Indeed, treating them as your customers is critical. We’ll cover some of the lessons learned from the best and worst customer-facing organizations to see how IT can make improvements in this area.

Technology

David Strom
Lessons for IT from the Front
Lines of Customer Support
Author & IT Expert

© 2015 Citrix.
Moderator
James Hilliard
Hilly Productions

© 2015 Citrix.
Q & A
Type questions and
comments

© 2015 Citrix.
Follow Us
#GoToAssistWBR
@hillyprods
@GoToAssist
@dstrom

© 2015 Citrix.
Presenter
David Strom
Editor and IT Expert

© 2015 Citrix.
First you have to listen to your customers!

© 2015 Citrix.
Ask these
questions to your
“bounceback” customers

© 2015 Citrix.
Are you asking the right questions?

© 2015 Citrix.
The worst thing you can do when
it comes to customer retention is
to over-promise and under-
deliver.

© 2015 Citrix.
Be honest when a problem occurs

© 2015 Citrix.
Use good judgment in all situations

© 2015 Citrix.
Be proactive in all your communications

© 2015 Citrix.
Train your customer-facing teams

© 2015 Citrix.
Analyze your “leads funnel”

© 2015 Citrix.
Know your biggest troublemakers

© 2015 Citrix.
Find stupid stuff and fix quickly

© 2015 Citrix.
My review in Network World of various
social media monitoring tools

© 2015 Citrix.
Q & A
David Strom
Author & IT Expert
http://www.strom.com/
@dstrom
James Hilliard
Hilly Productions
www.hillyproductions.com
@hillyprods

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