2. Providing Full Service Technology Support in Self-Service Times Objective: To discuss the challenges, pitfalls and opportunities of the current technology support landscape in education today. To look at technology support strategies that meet new demands.

3. The Challenges Fewer Resources: Budget$ Technical Staff Support Staff (Tech Liaisons) Keeping Old Equipment (longer or add)

4. The Challenges More Demands: More Technology (add, not replace) More Immediate Needs of Support Wider Diversity Of Staff Abilities Open Source, Free Resources Funding Sources – Scarce & Many Small

5. Culture Shift for Users In this World: Get it Free Google It – Answer Anything Instant Gratification and Communication Share with All ‘Your Friends’

6. Technology Support Today “So What Would You Say You Do Here???”

7. Technology Support What is “Technology” today? What does “Support” mean to your District? What do customers really expect? What’s Customer Service & Why is it important? Good customer service standards Different service levels The steps to handle complaint calls Handling difficult customers

8. Increased Expectations 1) Technology – reliability, breadth of resources 2) Support – quality customer service 3) Student Support & Learning – “don’t get in the way”

9. Do I Really Care??? Yes You Do! Professional Satisfaction … oh yeah, Outsourcing …

10. The Process, Tools and Strategies Cultural Shift in Support and Education? ISO 9001 – Total Quality Management Continuous Improvement Customer Satisfaction Data-Driven Decision Making

11. Good customer service standards Reliability: The capability to deliver service that was promised in an accurate way. Responsiveness: Eager to help the customers and deliver prompt service. Assurance: Employee skills, knowledge and ability to solve the problems Empathy: Caring, individual attention and interest in building relationship with customers. Tangibles: Appearance or building, equipments and communication materials. (IF these 5 factors exist in any customer service it increase customer’s loyalty.)

12. Competencies Communication Customer Sensitivity Decisiveness Energy Flexibility Follow-up Impact Initiative Integrity Job Knowledge Judgement Motivation To Serve Planning Resilience Soft Skills are king, technical skills are assumed or a given …

13. Excuses I don’t have enough time I don’t get paid to be nice – I’m measured by my productivity and accuracy I don’t have the resources Every customer is totally bonkers today I can’t deal with people who do not show me respect How can we do a good job if the other departments do not provide the back- up we need The technology we have to work with is junk or something I did not select People are basically stupid I am always too busy I need more training (expertise)

14. The Customer Wants To Be GreetedGreeted ValuedValued HelpedHelped Listened toListened to Welcomed backWelcomed back

15. Pitfalls 1) Saying “I don’t know” 2) Debate with the customer 3) Getting defensive 4) Agreeing with a customer’s negative viewpoint 5) Avoiding responsibility

16. Focusing on a Solution Support System: Effective and Efficient ‘Help Desk’ (work order) System Communication Center Answer Resources

17. Not Just Another W/O System Logs Information Helps Manage Customer Expectation Drives Support Process thru Actions Accountability Customer Feedback & Satisfaction Counts

18. Communicate, Communicate, Communicate Creates & Pushes Communication Personalizes Automates Controls

19. Administrative Needs Integration: Inventory Supplies Training – Standards, Workshops (opportunities), Competencies Vendor Relations & Accountability Warranty & Life-Cycle Mgt (TCO)

22. Self Help for ALL Keywords, Common Solutions “How To” Videos and Instructions Resource Links Manuals & Documentation

23. Self Help for ALL Benefits: Teachers Support Staff Administrators Students Tech Staff

24. Goal Customer Communication Time of Tech Reduce Downtime Increase Responsiveness Empower People Utilize Knowledge

25. The Real Goals 1) Student Success 2) Customer Satisfaction

26. Why Zolm? Complete Solution Flexible Individualized Born from Student Success!!!

27. Conclusion

28. Questions

29. Contact Info www.zolmsoftware.com zach@zolm.net micky@zolm.net HilliaJ@gibdist.net