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Field Service USA 2014 (past event)

April 20 - 23, 2014

Omni Hotels & Resorts, San Diego, CA

Array

Dave McCoy, Director of Service at Ariel Corporation

Dave McCoy


Director of Service
Ariel Corporation

Check out the incredible speaker line-up to see who will be joining Dave.

Download The Latest Agenda

Main Day Three

Wednesday, November 4th, 2015


09:20 People Don't Care How Much You Know, Until They Know How Much You Care: Customer Service In A Technical World

When technical issues or problems arise, it is easy to lose focus on the customer. Many of us fancy ourselves as “problem solvers” and strike quickly to resolve situations, but this sometimes comes at the expense of our customers. We have to remember that in most cases the easy part is fixing the issue; the tough part is fixing the customer. In this session, Dave discusses:

•Basic customer service principles
•Understanding your customer
•Rules for technical communications
•Engineers are people too
•Did we really fix what was broken?