HDI Capital Area Local Chapter would like to sincerely thank our generous sponsors for supporting our 2011 Leadership & Professional Development Event.

Meetings are held at various locations to allow participation by all interested individuals and organizations. We meet monthly for lunch, usually on the third Wednesday, from 12:00 to 2:00 pm. Please see below for information about our next meeting.

Click here to see minutes for previous meetings. To subscribe to our meeting notices, go to http://www.mailermailer.com/x?oid=24221c.

UPCOMING MEETINGS

Customer Service for Agents and Metrics that Matter
Wednesday, February 15, 2012
Gaithersburg, MD

About the Program

You can be a customer service super star! Join Phil Gerbyshak as he teaches the basics and beyond to help you serve your customers in a meaningful efficient way that help you achieve the metrics that matter to your organization. 

Customer Service Superstars Training will cover the ground rules and values of being a customer service superstar. It will cover setting the customer's and IT's expectations. They will discuss how Customer Service Fails and how to recover. Additionally, Phil will discuss how to create great emails like a superstar. A roadmap will be presented to outline listening skills and Phone etiquette and how the customer service super star performs. Finally The art of escalation, Service recovery and follow up will be discussed in detail. This program will have live interactive exercises and activities.

Please bring your metrics and your customer service appetite as everyone will learn something during this 3 hour workshop.

About the Speaker

Phil Gerbyshak is the chief connections officer who works with small businesses and organizations to increase employee & customer engagement by using social media to create and build relationships. He helps them understand it’s really not about the tools; it’s all about the conversations they participate in and the connections they create and cultivate. Phil worked in IT for the past 15 years, and has focused his efforts on understanding and leveraging the social media space for over 5 years. His work building relationships using blogs was spotlighted in the 2005 book What Nobody Ever Tells You About Blogging and Podcasting: Real Life Advice from 101 People Who Successfully Leverage the Power of the Blogosphere. In addition to doing keynote and breakout addresses, Phil greatly enjoys coaching others in the simple strategies and tactics that make life great. His first book 10 Ways to Make It Great! was published in 2006 and inspired many to make the changes in their life to go from good…to GREAT. His second book Help Desk Manager’s Crash Course offers managers a guidebook for hiring, firing, discipline, and more. His latest book #Twitterworks features success stories, tips and traps about using twitter for independent restaurants and small businesses. Phil is currently working on several projects to enable small businesses to effectively use social media in a concentrated amount of time.  In a nutshell, Phil does speaking, coaching, and training for small and medium sized organizations and entrepreneurs who want to take their life, and their business to the next level.

Click here to register for this event.

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Power of Metrics for Optimal ITSM Performance Workshop
Tuesday, March 6, 2012
Washington, DC

About the Program

To introduce one of their newest training courses, HDI and their sponsors are presenting day-long workshops in fifteen cities, including Washington, DC. Malcolm Fry, instructor of the new Power of Metrics for Optimal ITSM Performance course, will conduct the workshops. Both the upcoming workshops and the HDI training course will take an in-depth look at the ITIL 2011 edition metrics for incident, problem, change, and service desk management.

On March 6, from 8am to 3 pm, HDI Capital Area will host this very special event. Thanks to HDI's sponsors, this one time workshop (a $695 value) is offered free for this DC area date only. The workshop will be a fun, informative, and productive learning experience about metrics, based on ITIL 2011. It will contain a series of breakout opportunities that allow for networking and collaborative learning. Participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.

After the workshops are complete, the Power of Metrics for Optimal ITSM Performance training course will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management. A copy of the complete course description and outline is available online at: http://www.ThinkHDI.com/PowerOfMetrics

We hope to see you on March 6!

Click here to register!

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Using Six Sigma to Drive Tangible Service Desk Improvement and Savings
Wednesday, April 18, 2012
TBD