Post on 17-Dec-2015
Customer Support --They Are, We Are
Susan M. JohnsSusan M. Johns
Pittsburg State UniversityPittsburg State University
Pittsburg, KSPittsburg, KS
Our Expectations of Support
Know who we are Acknowledge and respond to
logs, problems, and concerns Address needs in a timely and
professional manner
Our Expectations of Support
Troubleshoot correctly : get it right the first time
Help us manage our systems proactively
The message sent is not necessarily the messagereceived.
You can’t NOT communicate.
-- John Gall, Systemantics
The Quality Axiom:
Doing things well usually costs less than doing them poorly.
-- Karl Albrecht
The machine itself makes nodemands and holds out nopromises; it is the human spiritthat makes demands andkeeps promises.
-- Lewis Mumford, 1934
Quality: a measure of the extent to which a thingor experience meets a need, solves a problem, oradds value for someone.
-- Karl Albrecht, 1992
Customer Feedback :On the whole, knowing is betterthan not knowing.
-- Karl Albrecht
Customer Value Model Price Confidence “Can-do” Attitude Personalized and Individualized
Treatment Error-free “Mechanics”
Customer Value Model Agent Continuity Information Support Proactive Safeguarding of the
Customer’s Interests Recovery When Things Go
Wrong
It’s supposed to do that!
-- Anonymous help-line response, 1982 - present
Support Expectations of UsSupport Expectations of Us
Know who they are Provide accurate information
and testing on logged problems Provide timely feedback in a
professional manner
Support Expectations of UsSupport Expectations of Us
Convey when we are unhappy AND when we are pleased
Clarify what we need to deliver information services to our patrons
Not everything that counts can be counted;and not everything that can be counted counts.
-- Albert Einstein
Error Message GuidelinesError Message Guidelines
Be specific and precise Be constructive: indicate what
needs to be done Use a positive tone: don’t accuse Choose user-centered phrasing
Error Message GuidelinesError Message Guidelines
Consider multiple levels of messages
Be consistent in grammar, terminology, abbreviations, visual format and
placement
Expectations of PartnershipExpectations of Partnership
Respect individual expertise, needs, time, and value to the organization as a whole
Train and assist one another relentlessly
Expectations of PartnershipExpectations of Partnership
Test and improve the product; provide a superior R&D resource
Provide quality services and automation excellence in any way possible
Three helping one anotherwill do as much assix working singly.
--Spanish Proverb
My software never has bugs;it just develops
random features.
-- Anonymous
Even error has its uses.-- Alvin Toffler, 1970
Cherish your bugs. Study them.
- - John Gall, Systemantics
Definition of an Upgrade:
Take old bugs out, put new ones in.
An omlette, promised in two minutes, may appear to be progressing nicely.But when it has not set in two minutes,the customer has two choices -- wait,or eat it raw. Software customers havehad the same choice.
-- Frederick P. Brooks, Jr., 1975
What is really important in education is. . .that themind is matured, that energy is aroused.
-- Soren Kierkegaard
An individual without information cannot takeresponsibility; an individual who is giveninformation cannot helpbut take responsibility. -- Jan Carlzon
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Strengths of the Customer Base
Personal Dedication Resource Sharing Regional and Global Contact