Although CITS has been on a leadership merry-go-round for
awhile, improving our customer service has been an internal goal that each
staff member has committed to work toward.
The world of technology, and that special breed of zany
practitioners, has come out of the shadows of mystery and magic to become more
social and user friendly than in the past. Gone are the days when the reigning
technology masterminds sat in cold, windowless offices, peering out
occasionally to glare and growl at helpless end users. Today’s tech gurus
realize there’s much more satisfaction in sharing knowledge and empowering
users (who then leave you alone to play with new toys in your technology
Thus, excellent customer service is a high priority goal of
CITS. When technology works, everyone is happy; when it doesn’t our role is to
diagnose, repair and/or recommend a solution promptly and courteously. According
to interim CIO Donna Hayden, “Technology is a means, not an end. It should work
seamlessly and transparently, and when it doesn’t, it’s frustrating and
“By making excellent customer service a high priority goal,
we are recognizing that fact and tailoring our service and our service delivery
to ensure a quality experience for our clients,” Hayden continued. It means a concerted effort to be more
sensitive to the plight of the user, to respond promptly, patiently and
thoroughly to the service request, and to always provide the user with an
agreeable resolution or recommendation (never leave’em hanging).
It seems to be working. Recently, the infirmary had to place
multiple service requests within a two week span. Mrs. Edna Smith, infirmary
director, was so pleased with the promptness and friendly helpful attitude of
the user support technicians who provided assistance she sent two emails affirming
the quality of service she received.
“We were pleasantly surprised to see a technician within 24
hours of placing our request. We had three different technicians come to assist
us during that time, and each was extremely knowledgeable, helpful and
friendly. They all willingly went above and beyond, even helping us with things
which were not part of our original service requests!” declared Mrs. Smith.
Are we there yet? Hardly. But our journey to
excellent customer service as a standard is well underway. For more on how CITS
is working to improve technology services and customer service, visit our
website at www.alcorn.edu/CITS.