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Improving Customer Service for Distance Learning

This overview by K.D. Borcoman, an Instructional Designer at the School of Nursing, highlights effective strategies for improving customer service in distance learning environments. With a fully online curriculum serving 1000 learners per semester, the challenges of new users and faculty needing support are addressed through innovative solutions. Key elements include a 24/7 help desk, live training, downloadable tutorials, and enhanced FAQ resources—all aimed at optimizing the online learning experience. Future enhancements like live chat will further improve user satisfaction.

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Improving Customer Service for Distance Learning

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  1. Improving Customer Service for Distance Learning K.D. Borcoman Instructional Designer

  2. Background • School of Nursing • The year 2000 • 100% online courses • 1000 distance learners/semester • 24/7 access to courses

  3. Problem • Users new to computers • First time in an Internet course • Faculty need assistance • Students need assistance • Online work done in evenings and weekends

  4. Blackboard Courseware Platform

  5. Ideal Solutions • 24/7 help desk • Blackboard Courseware premium technical support • Timely training • Live Orientation

  6. Practical Solutions Downloadable Tutorials Student Assistants Flexible Hours Improved Frequently Asked Questions Automatic Call Distribution

  7. Types of Technical Issues • Logging on • Using MS Office • Uploading Files • File-Naming Conventions • E-mail configurations • Questions relevant to other technologies supported on campus

  8. Discussion Group

  9. SOH Website

  10. Streaming Media Introduction to Nursing

  11. Tutorials

  12. School of Health Bb Entry Page

  13. Tutorial Page

  14. Frequently Asked Questions

  15. Main Blackboard Entry for CSUDH

  16. Phones --Automatic Call Distribution

  17. E-mail Technical Help Monday-Sunday • 8am- 7pm- 15 minute turnaround • After 7 pm- 1 hour turnaround • Sat-Sun- several hour turnaround

  18. Future Directions • Live Chat • Web cam in Academic Technology Unit

  19. Perceived Customer Satisfaction • Webpage designed to obtain feedback • Initial complaints about turnaround time • Now on first name basis with many of our users

  20. The End • K.D. Borcoman, Instructional Design Specialist • CSUDH • (310) 243-2105 • dborcoman@csudh.edu • www.csudh.edu/soh

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