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Thursday, March 14 • 4:15pm - 5:15pm
To Bravely Go Where No Help Desk has Gone Before with Excellent Customer Service

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I am interested in presenting this as a regular presentation or possibly as a BoF if we have enough parties with similar interest.

Proposal:
Many people believe that customer service is a trait you are born with and this may be partly true that great customer service skills come naturally to some people, however, it is also true that customer service and etiquette can also be taught. When training a technical help desk the focus is placed on training troubleshooting, procedures to fix issues, as well as understanding systems and problems. This training team realizes the importance of also teaching etiquette when dealing with users through various communication media. We must ensure that the importance of good customer service does not get lost in the need to fix the problem whether we are with the person face to face, on the phone, through email communication, or chat. Join us in this session to learn how our training team went Beyond All Limits to create training that encourages good etiquette practices as we assist our users.

Speakers
avatar for Teresa Snavely

Teresa Snavely

Assistant Director of Training and Development, Virginia Tech
I have worked with the Division of IT for 12 years in various roles with | | IT Support. | | Several years ago, the Division of IT created a new department dedicated to Customer experience; IT Experience & Engagement. I have the pleasure of being part of the unit that works collaboratively... Read More →


Thursday March 14, 2019 4:15pm - 5:15pm
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Attendees (9)