The difference between customer service and quality customer service is the level of awareness and activity in evidence when customers are being served. It is not enough for Reps staff to wait for problems to occur or to be brought to their attention. It is every Rep’s staff member's job to anticipate problems, and whenever possible, prevent them. For example, paper supplies and toner levels in the printers, server status, individual workstation configurations, etc., are conditions for which can make the difference between satisfaction and disappointment for the customers.
Customers are the Rep’s CSC's primary concern, and as such, are treated in a courteous, respectful manner at all times. When a customer approaches a Rep the CSC with a question or complaint, the Rep staff should always give the customer immediate and full attention. Show a positive energy level, make a positive impression and take ownership of the customer’s problem. Show empathy and express understanding of the customer’s feelings. Providing this level of service demands a great deal of the Reps CSC's attention.
Customer support is the reason the helpdesk CSC exists. While you may not be able to answer all customer questions or problems in the way the customer thinks his/her question or problem should be answered, you will many times be the first interaction a customer has with ITaP and will have the opportunity to make the customer’s interaction with ITaP a positive experience. If you receive a customer complaint that needs to be forwarded to your supervisor, you should refer the complaint to the Service Desk Manager. You should help customers within the guidelines listed below:
...
- Most things found on any webpage with-in www.itap.purdue.edu
- General Purdue Information & Office Locations
- Any software that is licensed by Purdue University
- Microsoft Office, Microsoft OS’s, Mac OS X (for supported staff only)
- CSDS & AgIT supported Machines, Images & Customers
- Most Network Printers, All Lab Printers & All Mainframe Printers
- TLT projects, Labs, Career Accounts,
- Software Remote, TIC Sites, Student Organizations
- Email Questions (Mailhub & ExchangeOffice 365).
- Virus Scanner & File Access Downloads
- Mainframe Access, Database Access, Admin Domain Access
- Onepurdue, WAIBoilerAD, Mailman lists, Cognos
- PAL , PAL2.0, and VPN
- ITaP Shopping Offline, ITaP Shopping OnlineCommunityHub
- The only Walk-in Services are:
- Email Client Configuration for supported clients
- Installation of McAfee Enterprise Anti-Virus download (we don’t do scans)
- Purdue Air Link PAL Setup and connection (no driver downloads)
- Mapping of the Career Account Home Directory
- Configuration of an ITaP Lab Printer
- Citrix ICA Client installation for Software Remote
...