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Customer support is the reason the helpdesk 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 Manager. You should help customers within the guidelines listed below:
Customer Service Action Outline
Set Customer’s Expectations – Find what the Customer wants
- Ask questions and listen – find specific problem.
- Help answer customer’s questions.
- Explain passing ticket up – time and contact info.
- Show the customer information or how to find the information.
Helping Behaviors
- Take ownership of the customer’s problem. Don’t pass the buck.
- Give complete attention and acknowledge customers either verbally or through eye contact as they enter the office.
- Lean forward, arms and legs uncrossed, when talking to a customer.
- Look directly at the customer.
- When listening give verbal acknowledgements and non-verbal feedback.
- Use open gestures and ask open questions.
- Paraphrase or summarize back to the customer what they have said.
- Say things which refer back to what the customer has said previously.
- When in agreement with the customer, say so and why.
- Build on the customer’s ideas, when possible.
- Be non-judgmental toward the customer.
- If disagreeing with the customer is necessary, give the reason first, before disagreeing.
- Openly explain what is being done to solve the customer’s problem.
- Allow the customer to do the steps necessary to solve the problem, while explaining the steps to the customer.
- Tell the customer what can be done for them, not what can’t be done.
Supported:
- 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 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 & Exchange).
- Virus Scanner & File Access Downloads
- Mainframe Access, Database Access, Admin Domain Access
- Onepurdue, WAI, Mailman lists, Cognos
- PAL, PAL2.0, VPN
- ITaP Shopping Offline, ITaP Shopping Online
- The only Walk-in Services are:
- Email Client Configuration for supported clients
- Installation of McAfee Anti-Virus download (we don’t do scans)
- Purdue Air Link 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
Not supported:
- Helping with course homework assignments (refer questions back to the instructor or instructor’s resources, WebCT and CHiP login problems, etc).
- Installing vendor software on customer computers (refer questions to the vendor).
- Installing hardware on customer computers (refer questions to the vendor).
- Setting up customer Internet accounts (ISP, slirp, etc.)
- Computer problems in other departments (ECN, TCN, CS, etc.). Refer those questions to the appropriate departmental support.
- Helping with Operating System issues or computer issues on personal machines
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