providing full service technology support in self-service times objective: to discuss the...
TRANSCRIPT
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 TodayTechnology Support Today“So What Would You Say You Do Here???”
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”
Do I Really Care???Do I Really Care???Yes You Do!ProfessionalSatisfaction… oh yeah, Outsourcing …
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
Self Help for ALLSelf Help for ALL
Benefits:TeachersSupport StaffAdministratorsStudentsTech Staff
GoalGoal
Customer CommunicationTime of TechReduce DowntimeIncrease Responsiveness Empower PeopleUtilize Knowledge
The Real GoalsThe Real Goals1) Student Success2) Customer Satisfaction
Why Zolm?Why Zolm?Complete SolutionFlexibleIndividualizedBorn from Student Success!!!
ConclusionConclusion
QuestionsQuestions
Thank You