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SSPA Conference @ Savannah - Customer Satisfaction Benchmark Workshop(San Diego, CA August 6, 2002) – The Service & Support Professionals Association (SSPA) announced today the featuring of Five Expert Connection Training Workshops at the SSPA Conference @ Savannah to be held September 30-October 2, 2002, in Savannah, Georgia. One choice for attendees will be “Making Customer Satisfaction Benchmarks Work For You”. Presented by Service800, this workshop focuses on measuring and using benchmark and customer satisfaction feedback to your organization’s advantage. The session will include an expert panel providing information on how companies are using this data to drive continuous improvement. Included are discussions on using customer feedback to reward technicians, using feedback for targeted technician training; helping your sales force understand how to effectively use benchmark data; using benchmark data to focus limited resources in the areas where they will have the most impact; understanding when measurements change from month-to-month and more."We are pleased to be a part of the SSPA Savannah Conference," said Jean Mork Bredeson, General Manager of SERVICE 800. "This Workshop will provide support executives with a practical view on measuring and using customer satisfaction, and to applying benchmarks to action plans. This is not an analyst's program; rather it is geared for support executives who need easy and useful techniques to put their customer feedback to work." The other four-hour Expert Connection Training Workshops on day three of the Conference will include: Management Overview of Certification Programs for Your Center and Staff * ROI Workshop: Turning Training Investment into Organizational Savings * Support Center Practices (SCP) Best Practices User Forum * and Marketing Your Services: The New Wheel of Fortune. The SSPA Savannah Conference is "the" event where the future of the Service and Support industry comes together in a fusion of visionary key note addresses, vibrant tracks and workshops, interactive forums, fun networking events, informative exhibits and a special dinner featuring the SSPA STAR Award winners -- all in the heart of America's most magical city, Savannah Georgia. The opening day of the SSPA Conference at Savannah will be highlighted by 3 keynote presentations by Brian Little, Ph.D., Harvard Lecturer and Affiliate of the Radcliffe Institute; Alex van Dijk, Senior Director, Americas Operations- Oracle and Mark Perry, Senior Director, Windows Engineering Services Group- Microsoft Corporation. Day two will feature Five Tracks each with five focused sessions for a total of 25 sessions guaranteed to unlock the secrets to mastering the future of customer service and support. The Five Tracks on the second day of the Conference will include: Track 1: The Future of Support Technology; Track 2: The Future of Customer Demands; Track 3: The Future of the Support Executive; Track 4: The Future of Managing People; Track 5: Delivering World Class Service in the future. Day three winds-up the SSPA Savannah Conference with the attendee’s choice of a round of golf at the pristine Club at Savannah Harbor Golf Course, next to the Westin Savannah Harbor Resort. - or a tour of America's most magical city- Savannah. Those who attend the SSPA Conference at Savannah will be well equipped to master the future of customer service. To view additional details of the Conference and to register, please visit www.supportgate.com/savannah About SSPA Founded in 1989, SSPA represents over 17,000 service executives in over 500 member companies worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com or send an email to info@supportgate.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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