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CUSTOMER SERVICE: THEN AND NOW

CUSTOMER SERVICE: THEN AND NOW. Ashley Weese, Iowa State University Dana Peiffer, University of Northern Iowa. DANA. (He ’ s real). IOWA STATE UNIVERSITY. 33,000 students 6,000 faculty and staff Solution Center is staffed with 9 full time employees and 50 students (16 FTE)

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CUSTOMER SERVICE: THEN AND NOW

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  1. CUSTOMER SERVICE: THEN AND NOW • Ashley Weese, Iowa State University • Dana Peiffer, University of Northern Iowa

  2. DANA (He’s real)

  3. IOWA STATE UNIVERSITY • 33,000 students • 6,000 faculty and staff • Solution Center is staffed with 9 full time employees and 50 students (16 FTE) • Information Technology Services employees about 130 students

  4. UNIVERSITY OF NORTHERN IOWA • 13,000 students • 2,800 faculty and staff • Computer Labs employs about 60 students • Computer Consulting Center has 9-11 student employees

  5. CUSTOMER SERVICE: THEN • The Yester-Years…

  6. EXPECTATIONS & SUPPORT • Expectations • A quality resolution to the problem or question • Types of Support • Telephone • Walk in traffic • Postal/Campus Mail

  7. CUSTOMER SERVICE: NOW • Where’s the empathy?

  8. EXPECTATIONS & SUPPORT • Expectations • Respect • Acknowledgement of their time • Knowledgeable technician • “Customers are demanding. And they have every right to be. Today’s customers have more options and less time than ever before.” – Performance Research Associates • Types of Support • Telephone • Walk in traffic • Email • Live Chat • Social Media • Crowdsourcing • Remote Assistance • Self-Service

  9. CUSTOMER SERVICE: HOW TO TRAIN • Teaching Customer Service??

  10. Customer Oriented Technical Thinker TRAINING

  11. TRAINING • Technology • Internal • External • Horizon • Subject Matter Experts • Train others • Documentation • Effective Communication • Building Rapport • Empathy • Positive Attitudes • Avoiding jargon/technical lingo • Active Listening

  12. CUSTOMER SERVICE: OBSTACLES

  13. OBSTACLES • Disruptive Environment • Language Barriers/Culture Sensitivity • Contacts needing assistance during non-working hours • Over-worked Management • Unplanned Outages/Lack of Staffing • Patience

  14. CUSTOMER SERVICE: THE FUTURE

  15. MILLENNIALS • Cutting edge technology • Just enough to be dangerous • Maturity • Respect • Instance gratification

  16. QUESTIONS? • Ashley Weese -- aweese@iastate.edu • Dana Peiffer – dpeiffer@uni.edu

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