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- 1. 晦掘意S THE OLNEY 200 TALK EXPERIENCE www.lasalle.edu/technology I 1900 West Olney Avenue Philadelphia PA 19141 I 215.951.1000
- 2. Training Objectives Core Expectations Our Services Engage, Assess & Respond Documentation
- 3. Core Expectations Timeliness & Appearance. Treat Everyone As A Customer. Make Customers The 1st Priority. Utilize Available Resources.
- 4. Our Services Technical Support Phone Support Multimedia Services
- 5. 3 Steps to Good Service 1. ENGAGE 2. ASSESS 3. RESPOND
- 6. Rental Tony (Phone) Angelo (Email) May 2379 (Multimedia Services) Need Help? 3788 David (Multimedia Call us. Services)
- 7. The Map to Happiness Determine the problem. Communicate the Proceed to Yes. resolution & related resolve timeframe. problem/issue. Do you have an No. Proceed to guide Reach out to the answer? This should be directed to another necessary office(s). customer to the department. correct department. Maybe. You cant fix the Yes. issue at hand but Provide an overview to the supervisor your supervisor can. and direct the issue. Are they available? Document all actions in ticket system. No. Let the customer know your supervisor will follow up accordingly. Happy Customers, Happy Bosses and a Happy Job.
Editor's Notes
- #2: Welcome to todays training session on The Olney 200 Experience. We want to start off by noting that we modeled our new office also known as the Technology Assistance Center after the Apples Genius Bars appearance and service.With that being said, today you will learn what services we provide to students, faculty and staff at La Salle University and how to present a thorough and positive experience to the members of our institution.
- #3: In todays training, we will make clear what our core expectations from you as an IT student worker. You will also leave with the knowledge of our most up to date services in Technology Assistance Centerand you will learn how to properly engage a customer when they walk through our doors and assess their current situation as well as their needs. You will walk away from this session with knowledge of how to properly respond to customer problems and how to direct and/or escalate the situation if necessary.
- #4: Timeliness & Appearance: As an employee you should come to work on time and dressed appropriately for the workplace. Therefore, no hats, hoodies, ripped jeans, etc.Treat Everyone As A Customer: No matter who walks through our doors, each individual is a customer and you engage each individual with respect.Make Customers the 1st Priority: The individual standing in front of you is your number 1 priority and you should do you best to meet and exceed customer needs & expectations.Utilize Available Resources: Should you not have an answer to provide to the customer, you can always utilize your available resources to find an answer. Reach out to a colleague or refer back to one your Blackboard training course or even search Google.
- #5: The Technology Assistance Center provides a centralized hub of technical and multimedia services for the members of our community to utilize. This is where students, faculty and staff come to for questions regarding any type of technology on campus as well as to rent various types of equipment and to submit request for large format printing and all types of video & audio conversions. If the customer is here for any issues relating to their laptop, tablet, email or otherwise, that falls under technical support.
- #6: ENGAGE:When customers come into Olney 200, make sure you make eye contact and most importantly, SMILE at the customer to make them feel welcomed. ASSESS: Once youve greeted the customer be sure to ask them How may I help you? and begin to assess their issues.RESPOND: After listening carefully, be sure to respond to the customer by reiterating the customers request to ensure you have a good understanding of what theyre asking for. Remember to
- #7: -Should you have any questions or are unsure about an issue or the services that we may or may not provide, you can call us at our respective extensions and we will come out to speak with the customer or provide you with the appropriate answer. -If an customer is unhappy or confrontational, remember to breathe and realize that their attitude is not personal. Do your best to respond to the situation and be sure to understand why exactly they are unhappy. Escalate the situation to an immediate supervisor for further handling.