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Field Service USA 2014 (past event)
April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
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Gerald Norz
Vice President of Global Operations and Product Support
MEGTEC Systems
Check out the incredible speaker line-up to see who will be joining Gerald.
Download The Latest AgendaMain Day One
Friday, September 4th, 2015
15:35 Developing a Customer First Program for Internal Staff
In this session, Gerald examines MEGTEC's innovative Customer First program, which was created to give technicians a better understanding of end-user needs. MEGTEC has developed an internal training program complete with keywords and tools to remind employees to use their "tool belt" of customer service resources. This program has helped to drive productivity and improve customer loyalty and satisfaction.
17:05 Panel Session: Identifying Areas Of Extra Value For Customers To Maximize Retention And Customer Loyalty
- Determining how to add value beyond great service to your customers
- Ensuring your customers evaluate the service experience beyond cost
- Driving end users to relinquish self-service
- Leveraging service offerings that competitors are unable or unwilling to offer