2. Online Customer Service Bytes Computer Solutions Online Customer Service A Problem-based Case Study Created February 18, 2006 Western Nebraska Community College

3. Online Customer Service Introduction Computer Sales and Service is Bytes Computer Solutions' focus. Come to us for computer hardware, software, peripherals and supplies. Bytes features products from Dell, Microsoft, and Hewlett- Packard, among many others. Also offered are vendor- authorized repair services, pickup and delivery service, Up & Running service for people buying new computers, and more.

4. Online Customer Service Introduction

5. Online Customer Service The Situation: Bytes Computer Solutions wants to improve their customer relationship management (CRM). They would like to give the customer the ability to schedule service at the customer’s convenience and receive up to date status. They are open to buying CRM software, but this is rather expensive. They do have experience with Microsoft Access and have a static web site. The company would like to use service ticket tracking to identify jobs waiting for parts or unresolved issues. They would also like to build a knowledge base to help technicians solve issues quicker which will utilize the experience and skills of all their staff.

6. Online Customer Service The Situation:

7. Online Customer Service The Situation:

8. Online Customer Service The Situation:

9. Online Customer Service Problem Analysis Identify central concern or question that needs to be resolved; identify criteria - conditions and details- that separate acceptable solutions from all others. Need to Know Board Concept Map Download Document Problem Analysis What is the big idea in this situation? What seems to be the most important information? What are the conditions and details that must be met to reach an acceptable resolution? I think I will list the things I know, my hunches, my questions, and resources for finding my answers. How do other members of my team see this situation? Am I listening to them? Do I feel heard in this process?

10. Online Customer Service Field Insights: Tools Gather evidence to support or refute initial ideas about how to address the situation. Double Entry Notetaking Download Document Field Insights Where will I go to find the information I need to answer the questions I have? Do I have all points of view on the situation? How will I keep track of the information I gather? How will I communicate what I learn to my team?

11. Online Customer Service Resource Development Check resources for accuracy, reliability, and completeness to make sure that you have all the information necessary to develop a proposal for solution to the situation. Resource Development Are these resources reliable? Are they relevant? How can multiple perspectives impact the data gathered? What else do I need to take into account? How can I know? What do I need to do to prepare the resource information for my team? How will I record and present the information to my team? 360 View Tool Review all aspects of the problem

12. Online Customer Service Test Points Assess your progress, check your understanding, determine status of what you know, think you know, and still need to know Critical Thinking and Team Interactions Talk Back Sheet Download Document Test Points Have all my questions been answered? Is this getting to the problem? Can I describe my process to someone who does not know this content? What insights do I have about myself as a learner? What do I think about my team members as learners? What do I understand about the concepts and skills contained in this Problem-based Case Study?

13. Online Customer Service Proposals Present results in both written and oral form that tangibly demonstrates your understanding of the situation and your proposal for how best to address it. Scoring Guide Presentation Development Resources Download Document Deliverables (Sample) Download Document Proposals How will others know now what I know? What will I do as a team member in the presentation? Who will be our audience? How do I plan to request and process feedback on my work?

14. Online Customer Service Credits This Problem-based Case Study was made possible by: Development Team: Team Leader: Dr. Bill Spurgeon Mr. Dennis Kirlin Mr. Michael Hausmann This project is supported primarily by the National Science Foundation. Opinions expressed are those of the authors and not necessarily those of the Foundation.