Meetings Stub Page [mx-stub]
From Geek Squad to Genius Bar: Breaking free from the Break/Fix Model
From Geek Squad to Genius Bar: Breaking free from the Break/Fix Model
Where: College of the Holy Cross
Hogan Campus Center Third Floor
College Street Gate 7
Worcester, Massachusetts
Directions and Map
When: Monday, April 27, 2015
9:00 am - 3:00 pm
Note: Registration starts at 7:30am
Workshop Organizer: Elizabeth Hamblett of Assumption College
Registration Fee:
NERCOMP Member: $145
Non-Member: $290
Event Overview
Most help desk or user support models are configured using the break/fix model. If something breaks our customers come to us for help. This process, by default, is built upon being reactionary to a problem, but what happens when we turn this model on its head and use a more proactive approach? Companies, like Apple, have started taking this approach when designing their customer service models. Rather than simply fixing the tech problems at hand, they also concentrate on how to help the customer proactively in regards to possible future problems, and including the customer in the repair process in a more active way.
This workshop will explore how moving from a reactionary to a proactive approach, in regards to user support, helps to improve the users experience, and helps users to be part of the solution rather than a bystander. Hear from user support experts who will share their experiences, challenges, and successes. There will be roundtable discussions allowing participants to discuss their own ideas.
Registration Cancellation Policy:
By clicking on the "Order Now" button, you are indicating a commitment to attend and will be held responsible for the registration fee. Your fee can be refunded if you notify us of a cancellation at least 8 days prior to the event via email to nercomp@nercomp.org.
Event Disclaimer:
NERCOMP reserves the right to use any photographs or other mechanical recordings taken at NERCOMP events in promotional materials. No mechanical recordings of any kind may be used at NERCOMP events without the prior written consent of NERCOMP organizers and presenters. The views and opinions expressed at NERCOMP events do not necessarily reflect those of NERCOMP, nor does NERCOMP make any representation regarding the information presented at NERCOMP events.