The Geek Approach To Customer Service


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After noticing that increased customer service was yeilding positive feedback on the department, the bad instances began to stick out like a sore thumb. This talk was designed to put Customer Service directly in front of Technical People.

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  • This is the GEEK Approach to taking better care of our clients and is based on my experiences as a successful IT consultant and years spent in Sales and Customer Service oriented endeavors. I have come to understand that technical folks see the world a little differently, more analytically perhaps. I too tend to look at efficiency as a primary indicator of success. We as a group tend to keep conversations short and to the point. Tend to see things, especially technical subjects, as black and white. We tend to think that everyone should, and do see the world as we do, because seriously, how could they not? Isn’t our version of the world obvious to them? Our world is ordered, based on cause and effect, and generally makes sense. I have some bad news… they don’t see it the same way we do, because if they did, we would not have any more ID10T, PEBCAC, or ‘Any’ key support calls. I have some more bad news… They never will. And worst of all… We must be the ones to make changes. I have put this talk together with the GEEK, Nerd, Technophile, Engineer, Technician, or Programmer in mind. We all share a very ordered, science based world view and therefore need a method of communication which makes sense in this context.
  • The Geek Approach To Customer Service

    1. 1. The GEEK Approach to Customer Service<br />A character driven process to increase departmental value.<br />Sean Fretenborough<br />Head IT Guy<br />October 22, 2009<br />
    2. 2. Who Are You?<br />
    3. 3. GEEK Definition<br />, &quot;geek,&quot; in Unabridged. Source location: Random House, Inc. Available: Accessed: October 20, 2009.<br />
    4. 4. You Are a GEEK!<br />
    5. 5. GEEKY Stereotypes<br />
    6. 6. Sticky Ideas<br />
    7. 7. Allegory of the Cave 2009<br />
    8. 8. Why is the GEEK Needed Here<br />
    9. 9. Who are our Clients?<br />
    10. 10. How Do We Bring Value to Those Clients?<br />
    11. 11. How Does Perception Lead to Value?<br />
    12. 12. How Does Value Lead to Perception?<br />
    13. 13. What is a Flywheel?<br />, &quot;flywheel,&quot; in Unabridged. Source location: Random House, Inc. <br /> Available: <br /> Accessed: October 20, 2009.<br />
    14. 14. What are Newton’s Laws of Motion<br />
    15. 15. How Does This Relate to Us? Stopping the Flywheel<br />
    16. 16. How Does This Relate to Us? Starting the Flywheel<br />
    17. 17. How to use the Flywheel principle to become successful.<br />
    18. 18. The GEEK Philosophy<br />
    19. 19. Genuine<br />
    20. 20. Empathy<br />
    21. 21. Enthusiasm<br />
    22. 22. Knowledge<br />
    23. 23. The Show<br />, &quot;All the world&apos;s a stage,&quot; in, Unabridged. Source location:, Inc. . Available:<br /> . Accessed: October 20, 2009.<br />
    24. 24. Our Role: Concierge<br />
    25. 25. The Geek<br />Perception After<br />Perception Before<br />
    26. 26. Exercise 1Body Language<br />
    27. 27. Voice Inflection<br />
    28. 28. Smile <br />