Improving Customer Service for Distance Learning K.D. Borcoman Instructional Designer.

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Presentation transcript:

Improving Customer Service for Distance Learning K.D. Borcoman Instructional Designer

Background School of Nursing The year % online courses 1000 distance learners/semester 24/7 access to courses

Problem Users new to computers First time in an Internet course Faculty need assistance Students need assistance Online work done in evenings and weekends

Blackboard Courseware Platform

Ideal Solutions 24/7 help desk Blackboard Courseware premium technical support Timely training Live Orientation

Practical Solutions Downloadable Tutorials Student Assistants Flexible Hours Improved Frequently Asked Questions Automatic Call Distribution

Types of Technical Issues Logging on Using MS Office Uploading Files File-Naming Conventions configurations Questions relevant to other technologies supported on campus

Discussion Group

SOH Website

Streaming Media Introduction to Nursing

Tutorials

School of Health Bb Entry Page

Tutorial Page

Frequently Asked Questions

Main Blackboard Entry for CSUDH

Phones --Automatic Call Distribution

Technical Help Monday-Sunday 8am- 7pm- 15 minute turnaround After 7 pm- 1 hour turnaround Sat-Sun- several hour turnaround

Future Directions Live Chat Web cam in Academic Technology Unit

Perceived Customer Satisfaction Webpage designed to obtain feedback Initial complaints about turnaround time Now on first name basis with many of our users

The End K.D. Borcoman, Instructional Design Specialist CSUDH (310) edu edu