Ahden Busch PhD
Ahden Busch :PhD has been a strategist and educator in customer service for over 20 years.
Ahden asked herself - how can I make a difference in the world? The answer was - making people's lives better.
But how to do that? Ahden began working with companies on issues of customer service and found excellent customer service
makes people's lives better - both for the recipient and the provider and the company. She knows customer
service is an emotional experience, that when positive drives profits or if negative destroys profits and good will.
Company after company had their own challenges in offering the best possible
customer service and it does not always start with the direct service provider. Ahden has worked with companies
throughout the United States and into Singapore and SE Asia. She taught customer service at the Singapore
National Productivity Board where her students were executives as well as taxi drivers. She has worked with major
hotels, global banks, industry leading call centers, the world's largest retail association, professional services and
has taught at several universities - University of Colorado-Denver and Boulder, Denver University, Regis University.
She has worked with:
one of the world's largest banks where clients were not getting the financial information they needed and were
leaving. The solution involved working with the senior executives to improve worldwide technology for better customer
a national retail association needing to
develop better customer service with members. The solution was to offer educational programs (including customer service) to
new sales associates which supported the many small business members of the association.
a call center with a very high attrition rate eroding customer service. The solution was broad
based from a customer service strategy to management team training.
a public service utility where administrative assistants did not know how to deal with calls from the general public.
The solution was phone training and divisions of responsibility.
Her B.A and M.A. are from the University of Missouri in International Relations and History and her PhD is from
Union Institute and University-Ohio in Business Psychology. She has had advanced
studies as a Change Agent from the National Training Labs (NTL), University of California-Berkeley in research, and is certified
in Myers-Briggs and DiSC and a certified facilitator. During her advanced work, due to her studies in neuro-psychology,
she worked with numerous Olympic and professional athletes on issues of the edge of excellence. She brings this work
into the elements that create the excellence of customer service.
Nygren has 20 years' experience in hotel and resort management with major companies including Marriott, Hyatt, Mandarin Hotel
Group, Pan Pacific and others. During his entire career, both in management and as a consultant, his work and focus
was on front-line customer service. After graduating with a degree in business and hotel management he spent a year
as a front-line service provider to better understand and appreciate the employee experience and perspective before taking
on management roles. This experience served him well as a shift manager, department manager, division manager, HR director,
general manager, director of 9 resorts and as a consultant in the U.S. and Asia.
Mr. Nygren's career since 2000 has been as a commercial
realtor and commercial lender specializing in non-traditional real estate financing, venture capital and private equity funding.
The transactions he sees require considerable patience and commitment to the client since the vast majority of deals either
cannot be done or require extraordinary efforts and creativity to get them done. He enjoys both the challenge and the
reward that this level of customer service and dedication to the client requires - a commitment that is above and beyond what
is typically found in the industry, but greatly appreciated.
Rafael CozzarelliRafael Cozzarelli has dedicated
his last 15 years of professional experience to customer service in Panama. In the different companies
he has worked as an executive, an adviser, facilitator, writer, professor and committed individual who
always is looking to change the actual culture and mentality of service in Panama. His quote
is “If your client treats you better than you treat him, then your company and you, are already
in problems”. Cozzarelli conducted sociological research about the Panamanian culture
service history, including why it is so hard for them to be friendly and respectful with the clients. The results obtained
on this research have generated a greater understanding about this reality in Panama. Cozzarelli adapted this information
to all his instructions, teaching and consulting. This has made his work more effective and easier to assimilate for all personnel
and from different types of businesses. His academic studies were initiated at St. Viator School,
in Bogota, Colombia. Once he arrived to Panama, he studied Law and Political Sciences at the University of Panama and ULACIT,
continuing with Business Administration at La Paz University. He has a graduate school title in Upper Management and a Master`s
Degree in Business Administration from the Interamericana University of Panama.His strong knowledge of Panama
Rights of Consumers has converted him into an aggressive defender of consumer rights, and his goal is to help Panama create
a customer service excellence conscience and mentality.
Jennifer Simpson is a professional designer with years of experience working
primarily on large-scale projects. Ten years of her career were spent as a designer and project manager for the Arabian American
Oil Company in Dhahran, Saudi Arabia.
She is a part of the team working with the physical space, especially call
centers and hotels, as it relates to the delivery of excellent customer service. If a service provider has to work
in an unpleasant or uncomfortable space, much of their human efforts focus on the environment. If they are comfortable,
it is then easier to focus on the customer.