Deep in the heart of client services: it's not just about hardware and software

“Client Services”, “User Services”, “Customer Service”: whatever we call it at our various colleges and universities, it’s not just about fixing hardware and software. The biggest part of the services we provide is how we interact with the client, in person, on the phone, and/or via e-mail. It’s one thing to have a staff of people who are extremely knowledgeable about the hardware devices and software applications at our institutions. It’s another thing to be able to combine that with a sincere, helpful manner, causing the client to walk away with a positive feeling about the Client Services group. We’ve all had experiences with client services groups, regardless of the product, that have left a negative impression on us. Let’s ponder that for a moment. What went wrong? How could the experience have been made better? What would we have changed? We should think about that as we strive to make our services better, clientservices-wise, or at least not worse, in thes...

• Type: Conference
• Year: 2003
• Where: SIGUCCS
• Authors: Cynthia A. Murnan
• Keywords: Client Services, Client Services Groups, Information Management, SIGUCCS 2003, What Went Wrong