Providing Full Service Technology Support in Self-Service Times Objective: To discuss the...
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Providing Full Service Technology Support in
Self-Service Times
Providing Full Service Technology Support in
Self-Service Times
Providing Full Service Technology Support in Self-Service Times
Providing Full Service Technology Support in Self-Service Times
Objective: To discuss the challenges, pitfalls and opportunities of the current technology support landscape in education today.
To look at technology support strategies that meet new demands.
The ChallengesThe ChallengesFewer Resources:
Budget$Technical StaffSupport Staff (Tech Liaisons)Keeping Old Equipment (longer or add)
The ChallengesThe ChallengesMore Demands:
More Technology (add, not replace)More Immediate Needs of SupportWider Diversity Of Staff AbilitiesOpen Source, Free ResourcesFunding Sources – Scarce & Many Small
Culture Shift for UsersCulture Shift for UsersIn this World:
Get it FreeGoogle It – Answer AnythingInstant Gratification and CommunicationShare with All ‘Your Friends’
Technology Support
What is “Technology” today?What does “Support” mean to your
District? What do customers really expect?
What’s Customer Service & Why is it important? Good customer service standards Different service levels The steps to handle complaint calls Handling difficult customers
Increased ExpectationsIncreased Expectations1) Technology – reliability, breadth of resources 2) Support – quality customer service3) Student Support & Learning – “don’t get in
the way”
The Process, Tools and StrategiesThe Process, Tools and StrategiesCultural Shift in Support and Education?ISO 9001 – Total Quality ManagementContinuous ImprovementCustomer SatisfactionData-Driven Decision Making
Good customer service standardsGood customer service standards Reliability: The capability to deliver
service that was promised in an accurate way.
Responsiveness: Eager to help the customers and deliver prompt service.
Assurance: Employee skills, knowledge and ability to solve the problems
Empathy: Caring, individual attention and interest in building relationship with customers.
Tangibles: Appearance or building, equipments and communication materials.
(IF these 5 factors exist in any customer service it increase
customer’s loyalty.)
CompetenciesCompetencies Communication Customer Sensitivity Decisiveness Energy Flexibility Follow-up Impact Initiative Integrity Job Knowledge Judgement Motivation To Serve Planning Resilience
Soft Skills are king, technical skills are assumed or a given …
ExcusesExcuses I don’t have enough time I don’t get paid to be nice – I’m
measured by my productivity and accuracy
I don’t have the resources Every customer is totally bonkers
today I can’t deal with people who do not
show me respect How can we do a good job if the
other departments do not provide the back-up we need
The technology we have to work with is junk or something I did not select
People are basically stupid I am always too busy I need more training (expertise)
The Customer Wants To BeThe Customer Wants To Be
• Greeted • Valued
• Helped
• Listened to
• Welcomed back
PitfallsPitfalls
1) Saying “I don’t know”2) Debate with the customer3) Getting defensive4) Agreeing with a customer’s negative
viewpoint5) Avoiding responsibility
Focusing on a SolutionFocusing on a Solution
Support System:Effective and Efficient ‘Help Desk’ (work
order) SystemCommunication CenterAnswer Resources
Not Just Another W/O SystemNot Just Another W/O System
Logs InformationHelps Manage Customer Expectation
Drives Support Process thru Actions
AccountabilityCustomer Feedback & Satisfaction Counts
Communicate, Communicate, Communicate
Communicate, Communicate, Communicate
Creates & Pushes Communication
Personalizes AutomatesControls
Administrative NeedsAdministrative Needs
Integration:InventorySuppliesTraining – Standards, Workshops
(opportunities), CompetenciesVendor Relations & AccountabilityWarranty & Life-Cycle Mgt (TCO)
Self Help for ALLSelf Help for ALL
Keywords, Common Solutions“How To” Videos and Instructions
Resource LinksManuals & Documentation
GoalGoal
Customer CommunicationTime of TechReduce DowntimeIncrease Responsiveness Empower PeopleUtilize Knowledge