Reminder: the Box soft launch is September 7, 2016. Students and employees will be receiving emails about the launch, and may follow up with us if they have questions.
New CN Customers: AABC and Cultural Centers
We are in the process of on-boarding some new customers in AABC and the Cultural Centers to Community Network service. Their current DCA is Guy Boulanger, and the projects team are working with him on the transition of admin privileges.
A local admin password for the AABC computers can be found in KeePass (search for “AABC”). Also, all CN field techs and Client Services full-time staff have access to zone.mu in Cyder now.
Until on-boarding is complete: If you get a request from an AABC or Cultural Center customer, do your best to help them. If you run into permissions or access issues that prevent assisting the customer, please let me know.
More information to come.
Know Thy Customer
You can learn about the County Extension sites by visiting http://extension.oregonstate.edu.
Baker County Extension is located in Baker City, in the North-East corner of the state. There are 6 Community Network customers at the site. Carole Smith is the regional administrator, and Jayne Kellar is the office manager and CN LRP. In the past year, we have had 38 tickets from Baker County Extension.
Learn more about Baker County Extension on their website.
Customer Service Tips
A few customers have complained recently about being kept on hold for a long time, or being put on hold without being told first. Please remember to treat customers as you would like to be treated: tell them when you are going to put them on hold and ask if that is okay. If you are going to be more than a couple of minutes, tell them that. They may want to ask you to call them back later instead. They may not want to be stuck on the phone for a long time while you research a problem.
Related: you should exhaust all resources you can to solve a problem or answer a question, BUT it is also okay to tell the customer you or another tech will get back to them later. If you are completely lost and can’t find any documentation or someone who knows what to do, the problem needs to be escalated to the call mentor on duty, to Max Cohen, or to another full time tech.
Monday is a holiday. The university is closed. Don’t come to work!
Metrics and Feedback
I haven’t had time to put metrics together lately. Also, I’ve had a bit of a rethink about what I want to collect and report on. So, no metrics for you all this time, but I would like to share the following customer survey comments from this week:
“Had to spend some time to figure out what was wrong. Was very polite and finally able to fix the problem and get it fixed.”
“Job well done. Tech had excellent patience and was not in a hurry to get through my requests.”
“talk a little louder, hard to hear you sometimes”
“Problem got fixed in a timely matter.”
“Russ Born was very patient with this vexing problem and he didn’t give up until it was fixed.”
“It was a simple fix but really helpful to have your service readily available.”
“Very quick response and solution!”
“The technician who helped me was wonderful but it took over 2 weeks for a response from the folks that they refered me to. This posed some inconvenience for my job. But I want to reiterate., the technician who initially helped me and continued to follow up with me once you outsourced by issue was wonderful!”
“Vu was fast and knowledgeable. He solved the problem.”
“Excellent assistance and he gave me a different option to use – very friendly!”
“Steven was awesome. He was very thorough and made sure all was well before he left. He also gave me a few tips unrelated that will save me time in future. Thanks a million!!!”
“They resolved the issue that our entire class was experiencing in an expedited fashion”
“Max Cohen and his team went out of their way to accommodate our time critical and complicated requests. As a result, our out of state employees are well equipped for another year recruiting the next class for OSU.”
“Give Josh 2 hours paid lunch every day and a 15% pay increase. He’s the man.”
“It would be helpful if they would have let me know they were going to put me on hold.”
“Was able to get the problem fixed.”
“I am very impressed with Kirsten Petersen’s attention to my computer issues. In this case, she was responsible for Jon Dowd contacting me. Jon explained wonderfully what was going on and gave me a few solutions. I now understand something that had been bugging me for a while. Thank you very much, Jon and Kirsten.” (Gosh, I never get one of these!)
“Wonderful! Came to my office quickly ( as the issue could not be resolved over the phone).”
“He was very patient with me”
“No suggestions – the tech was helpful as always!”
“No suggestions – the techs ROCK!”
“He was courteous and knowledgeable”
“I appreciated getting a very speedy resolution to my issue as I had to be on an important business meeting via google-hangouts and the technician made sure my equipement was set up properly.”
“My issue was resolved very quickly. Thanks!”