February 28, 2014

Customer service is very important in TLT and as a consultant, we are very focused on make sure our customers (students, faculty, staff and affiliates) are assisted to the best of our abilities.

We watched a video that showed many customer service blunders. We picked on things we noticed that were things we should not do when helping other people.

These types of videos helps us know what not to do so as we work as Senior Consultant, we are able to model proper behavior to the new consultants.

I learned through this exercise to always be considerate of your customer and apologize even though it’s not your fault. I never understood what good that would do however the way we broke it down is that customers want their issue to be acknowledge and apologizing provides that acknowledgement.

As a future Senior Consultant, I know this will help me be more aware of how I serve customers and to be able to model the proper behavior to fellow senior consultants, returning and new.

I have found a little infographic that will help me with my customer service skills as well as help my colleagues enhance their customer service skills.

Customer service involves talking to people about the projects and hoping that they would buy into it (or use it) to enhance their education. All of the services provided is paid for by the Technology fee and we want them to use these services. As a consultant, we are the first contacts of any student, faculty and even guests. Our initial contact with clients can either make or break their experience with TLT and the SINC Sites.

Step 1 is very important. I found a quote that states “Your Mood should not dictate Your Manners“. This quote has never been so meaningful to me when I am serving customers. I have to remember to not take any negative comments personally because I know that the client is just frustrated, confused, or in a rush.

Step 2 allows consultants to figure out what is the real issue. By asking specific questions, we can figure out the issue quickly and efficiently. Along with step 2, it is also important to listen to that the client is saying. The importance of listening is to make sure everything the client has to say, is being said and understood. Miscommunication is essential to tackling an issue and good listening skills can help pick up things that were not said.

Step 3 is finding a solution or offering an alternative (usually directing them to someone who may know the answer). I learned from my Student Help Desk Mentor Ruhi that you always to help someone to the best of your abilities. I enjoy figuring out a mystery however the issues that students and faculty have are usually time-restricted. Students and faculty are always in a rush and they want an instant answer. Another word that is mentioned in step 3 is “present”. Being present is similar to listening. Your mind, thoughts and ears should be paying attention to the person you are helping.

Lastly, step 4 is the close. In selling, that means a transaction is made. As a consultant, a “close” means that the client is satisfied with your response and  usually a “thank you” was said. It feels great when you are able to enlighten an individual on the services DoIT offers and watch them learn something new about their school. I believe that if a client is open to new ideas and is very flexible, that makes the interaction between the client and the consultant worth while.

Shadowing Posts:

• 2.25.2014- Phone Calls and More
• 2.26.2014- On the Job
• 2.27.2014- Field Trip: TLT Media Lab
• 2.28.2014- Delegating