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Capital Area Chapter/HDI
February 1999 Seminar Announcement
A Walk-up Help Desk
You are cordially invited to attend the Capital Area Chapter of the Help
Desk
Institute Monthly Seminar.
Give your Help Desk the positive customer service image it needs; consider
enhancing your support operations with a walk-up service! The University of
Richmond did so and with great results. Just one year ago, the University
of
Richmond's Help Desk was known as "The Helpless Desk." Now their Help Desk
earns lots of kudos and has a FACE that their customers recognize and value.
:) How did they do it? They implemented a Walk-up Help Desk.
The University's Help Desk serves three customer types: Faculty, Staff and
Students. Each has very different needs and expectations from the call
center
and field technicians. Customers would call the center with problems, but
sometimes they just wanted/needed to meet face to face with a technician.
After making the decision to try a walk-up service, the
University's Help Desk management looked hard for the right customer Service
Agent(s) to handle the walk up center operations. They found that a great
smile and positive attitude was a major asset. Customers love having a
friendly, single point of contact they call "Our Face."
But what about the technical staff? It seemed like they were always
wrestling
with field technician burnout and constant interruption from customers while
on a call. The Walk-up Desk has actually given the technicians more
flexibility and the customers more options; customers can bring their
problem
to the help desk when it is important to them or they have an open moment.
As
a result, the technicians are able to provide more focused support when they
do go onsite.
With the proper planning you too can use this concept to benefit both
customers and Help Desk staff! Come and learn more about how the University
of Richmond successfully implemented this service and discuss the pros and
cons of implementing a Walk-up Help Desk service in your environment!
About the Speaker:
Steve Tilghman is currently the manager of Help Desk at the University of
Richmond. He has worked in Computer Mapping, Training and Systems Design.
As
the owner of a Computer Consulting Business, he was a management consultant
to
Richmond Association of Realtors Help Desk, GE Capital Consulting and to
Reynolds Metals Help Desk. He developed the GE Financial Assurances
Executive
Help Desk (which moved from Seattle to Richmond) and is currently the
President of the Richmond Area Heat Users Group Association.
Time & Place:
Thursday, February 11th, 1999 at the Key Bridge Marriott Hotel
1401 Lee Highway, Arlington, Virginia - (703) 524-6400
5:30 - 8:30 PM Cocktail Social (Cash Bar)
6:15 - 7:15 PM Dinner - Breast of Chicken Dijonnaise
7:15 - 7:30 PM Announcements and business meeting
7:30 - 8:30 PM Speaker's presentation
Pre-paid registration:
Capital Area Chapter Members: $30.00
Non-Members: $35.00
Payment at the door:
Capital Area Chapter Members: $40.00
Non-Members: $45.00
For further information or special dietary needs, please email
TFineran@Worldbank.Org or call 202-473-9044, and speak with Trish Fineran.
To register send an email to Debe_Moskowitz@Vantive.com.
For qualify for pre-paid RSVP, mail this form with payment by February 3rd,
to:
CAC/HDI, c/o Debe Moskowitz, 1001 Turkey Run Road, McLean, Virginia 22101
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Company/Organization:____________________________________________________
Attendee: ________________________ Attendee:
Phone #: ________________________ Phone #:
Email: ______________________________ Email:
We need to order the correct number of meals and your RSVP makes a
difference!
Email RSVP's are welcome and confirmation will be made the Friday prior to
the
event.
Reminder: We pay for the "no-show" meals we order based on the RSVP,
so
please notify us in advance if you are unable to attend.
Cancellations must be received by the Friday prior to the meeting in order
to
receive a credit.
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