From satisfying thirsty consumers to refreshing an entire industry

Roger H. Nunley,
Managing Director

As Director of Industry and Consumer Affairs for The Coca-Cola Company, Roger H. Nunley took a small correspondence function and developed it into a world-class customer care organization that was a benchmark for FORTUNE 500 companies. Roger is a Customer Care professional with more than 20 years of U.S. and international experience.

A frequent speaker at seminars and conferences, Roger has gained a reputation as an effective communicator, a creative problem-solver and a leader in the field of Customer Care. He is recognized for his leading-edge initiatives and strategies, as well as for being one of the first specialists in evaluating the viability of outsourcing a Customer Care function.

Internationally, Roger has launched customer care functions in more than 40 countries.  As the Institute’s Managing Director, Roger has delivered presentations and conducted workshops in Australia, Brazil, Canada, France, Japan, Mexico, Poland, Switzerland and the UK.

He is often quoted in the media including The Wall Street Journal, Fortune, MSNBC, the BBC and the USA Radio Network. Based on his 800 number expertise, he was selected to serve as AT&T’s national spokesperson for the introduction of the 888 toll-free prefix.

Leadership and Recognition*

National President – Society of Consumer Affairs Professionals (SOCAP)
Chairman – Consumer Affairs Committee, Grocery Manufacturers of America
President – American Teleservices Association, Southeastern Chapter
Board of Directors – Better Business Bureau
Board of Directors – Consumer Credit Counseling Service
Best Practices Committee – Outsourcing Institute
Member – Society of Consumer Affairs Professionals
Member – International Customer Service Association
Member – Help Desk Institute
Member – American Teleservices Association
Member – Outsourcing Institute
Advisory Board – School of Business, University of Mississippi

*Past and present

Susan Lind, Ph.D.,
Director of Learning

Dr. Lind has over 25 years of training development and human resource experience in a variety of industries, including retail, banking, utilities, chemical, education and consulting.  During her eight years with Federated Department Stores, Sue created, managed and coached the customer service department in Federated’s flagship Atlanta location.  While there, she also managed the Human Resources function for the 1,000-employee store.

Sue’s six years at Bank of America included custom-designing training for the BankCard, Insurance, Trust, Investments, Corporate and Retail Bank internal client groups.  Her customer service training program, the first in history for C&S, a predecessor bank, reached over 2,100 customer service representatives.

Phil Jones, Ph.D.,
Senior Consultant

Dr. Jones has over 20 years of project management, training, computer industry and consulting experience. During nine years with Digital Equipment Corporation he managed training and operations for an inbound Customer Care center. He was responsible for developing technical and telephone skills courses for 450 Customer Care representatives.

Phil has also developed introductory and advanced training for AT&T’s project management curriculum as well as sales and management training for the retail furniture industry. He combines his extensive background in training and instruction with hands-on success in business management and projects.  He specializes in developing high impact training in service, sales, technical and management areas.

Frederick C. Van Bennekom, Ph.D.,
Customer Care Fellow

Dr. Frederick C. Van Bennekom is an author, lecturer and instructor on service management. He helps organizations increase their effectiveness by utilizing customer feedback. He teaches survey research practices based on the principles in his book, Customer Surveying: A Guidebook for Service Managers, published by the Customer Service Press.

Fred has conducted many survey programs for organizations to measure product and service quality and then applied the findings to improve customer retention. He provides hands-on mentorship to people on how to develop better survey questionnaires and survey programs.

Fred’s business practice also has a special focus on the strategic linkage between customer support and product engineering. Fred co-authored a major research report, Problem Prevention Through Design for Supportability: Gaining Competitive Advantage from Customer Support, with Keith Goffin of Cranfield Management School in England. Their work shows how companies can deliver lower Total Cost of Ownership and a higher Total Net Benefit of Ownership through product design practices that explicitly incorporate lessons from the product use and support period of the product life cycle.

Additionally, Fred teaches operations management and service management courses in the Executive MBA program at Northeastern University and in Harvard University’s Certificate in Management program.

Prior to his consulting and academic career, Fred served ten years as an information systems consultant for Digital Equipment Corporation’s Customer Service organization developing management reporting systems for field management.

He received his A.B. from Bowdoin College and his masters and doctoral degrees from Boston University’s School of Management. Fred has published in both industry and academic journals and is a frequent speaker at industry conferences worldwide.