HDI conference in Dallas
By Phil Verghis on March 11, 2008At the HDI conference in Dallas yesterday (http://thinkhdi.com/hdi2008/) I gave a new talk, ‘Be the Voice of the Customer’. It is an adaptation of the full day workshop based on my book. Judging from the size of the audience (overflowing), a sneak peek at the reviews and the number of questions and comments afterwards, this seems to have gone well.
The jist of the session is how to earn then demand respect on behalf of your customer. Once you have that, I talked about techniques to unleash the power of the customer. Perhaps the comment that got the most questions/reactions was the comment about ‘level 1, 2 and 3 support is an obsolete concept.’
Yup, you read that right.
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Phil: Great idea. The tiered model might work well behind the scenes but from a customer perspective it has many issues. Thanks for sharing your wealth of knowledge with the members of HDI!
Rich
Rich,
Thanks for the comment. I’m always re-energized by the HDI conferences - so many people show up, and all are eager to learn and share - after all they are support folks!
Getting rid of the traditional tiered support model will take time, but it is long overdue. I’ll write something on this soon.
Peace,
Phil