Customer Support

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 staff to wait for problems to occur or to be brought to their attention.  It is every 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 CSC's primary concern, and as such, are treated in a courteous, respectful manner at all times.  When a customer approaches the CSC with a question or complaint, 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 CSC's attention.

Customer support is the reason the 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:

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 & 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 & Office 365).
• Virus Scanner & File Access Downloads
• Mainframe Access, Database Access, Admin Domain Access 
• Onepurdue, BoilerAD, Mailman lists, Cognos
• PAL and VPN
• CommunityHub
• The only Walk-in Services are:
  
  • Email Client Configuration for supported clients
  • Installation of Enterprise Anti-Virus download (we don’t do scans)
  • 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

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

We are not sales reps for the companies in ISO, do not endorse a particular brand or computer type.  We are general information only.  We will not walk them through the ordering process.