1. ITS Lab Consulting 2011 Fall Training Customer Service And some other things

2. Customer Service starts with you Your job duties – Patience – Understanding – Reporting problems – Lab maintenance – General maintenance

3. Self betterment = Lab betterment! By improving your knowledge of the job and learning more, you’re not only helping yourself, you’re helping everyone!

4. People Protocol How to deal with different kinds of people – The great – The average – The not so great – Pretty much the worst

5. Helping others When assisting someone: – In your most polite fashion: Ask the user for their userID! Attempt to assist the user to the best of your ability Utilize all available resources to try to correct the issue

6. Top Ten Questions (Note: Ten is an estimate)

7. How do I print double sided? – Let me show you! Mac – https://labconsulting.css.psu.edu/wooki e/labcon/index.php/General_Mac_Train ing#Printing https://labconsulting.css.psu.edu/wooki e/labcon/index.php/General_Mac_Train ing#Printing PC – Print setup, properties, print double sided checkbox!

8. Top Ten Questions (Note: Ten is an estimate) How can I set up the VPN client / Wireless 2.0? – Let me show you! Cisco VPN client – https://labconsulting.css.psu.edu/wookie/labcon/in dex.php/VPN https://labconsulting.css.psu.edu/wookie/labcon/in dex.php/VPN Wireless 2.0 – https://labconsulting.css.psu.edu/wookie/labcon/in dex.php/Wireless_2.0 https://labconsulting.css.psu.edu/wookie/labcon/in dex.php/Wireless_2.0

9. Top Ten Questions (Note: Ten is an estimate) Can you teach me program? – No, I’m sorry. You can however, direct them to the Campus Learning Center, or Penn State’s Lynda account. http://pennstatelearning.psu.edu/

10. Top Ten Questions (Note: Ten is an estimate) How do I change the printer settings? Can I use custom paper? – You can’t change the settings. / No, I’m sorry. – If the printer is giving a wrong size paper error, refit the blue paper size tabs in the tray, or select “use current paper size” from the printer’s menu.

11. Top Ten Questions (Note: Ten is an estimate) Do you have a stapler? – I’m sorry, we don’t have any office supplies.

12. Top Ten Questions (Note: Ten is an estimate) Where is the nearest copier? – The nearest copier is… Somewhere on this wiki page. Check for them, or feel free to memorize the location closest to your lab. https://labconsulting.css.psu.edu/wookie/labcon/index.php/Copiers https://labconsulting.css.psu.edu/wookie/labcon/index.php/Copiers Alternatively, you can always tell them about the opportunity to scan and reprint!

13. Top Ten Questions (Note: Ten is an estimate) Why is my document not printing? – Magic – The queue could be held up due to a large number of jobs / a large job requiring a large processing buffer. – The printer could be jammed. Make sure that it isn’t! – Perhaps the user does not have enough print credits

14. Top Ten Questions (Note: Ten is an estimate) How do I scan? – Funny you should ask… There are now large, laminated instructions beside every scanner on campus with detailed steps to scan different types of documents. – If the scanner is unplugged, plug it in and restart the machine. If there isn’t one, there happens to be a wiki page for it! – https://labconsulting.css.psu.edu/wookie/labcon/index.php/S canning https://labconsulting.css.psu.edu/wookie/labcon/index.php/S canning

15. Top Ten Questions (Note: Ten is an estimate) How long is this lab open? – Get the lab hours for them from https://clc.its.psu.edu/labhours/ Unless you’re in Pollock, which is open 24/7, all day, ‘er day!

16. Top Ten Questions (Note: Ten is an estimate) Where’s the nearest bathroom? – Depends on your location. If you don’t know in the building you’re staffing though, a list can be found on a wiki page! https://labconsulting.css.psu.edu/wookie/l abcon/index.php/Bathroom

17. Top Ten Questions (Note: Ten is an estimate) How do I buy more print credits? – To buy pages, a user must have Lioncash. The pages can be purchased at https://clc.its.psu.edu/users/wa/PrintingInfo.aspx https://clc.its.psu.edu/users/wa/PrintingInfo.aspx How do I request print credits back? – Direct the user to the Print Credit Policy and Procedures page from CLC and if it’s an applicable situation, have them fill out the form that’s on the bottom of the page. http://clc.its.psu.edu/printing/credits

18. I feel dizzy… If all of this information is flying at you too fast: – You’re in luck! It’s all documented on the wiki, and is easily found via the “search” function. Learn it, live it, love it!

19. Questions? Comments? If you have anything to ask or to say to me, you better say it now to my face. Thanks, and congrats and welcome to the Labcon team!