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EDUCAUSE Library Items for Customer Service

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Bringing Service Back: Exceeding Customer Satisfaction Through Service Delivery: February 18, 2010 | A session at the EDUCAUSE Southwest Regional Conference 2010
Exceeding customer satisfaction by how we deliver services, not by what services we deliver, has become acculturated in the Lone Star College System. Showing value and caring about customers is man…
Seminar 2 - How to Really Listen to Your Customers and Others PLEASE NOTE: Separate registration and fee is required to attend this seminar.: February 17, 2010 | A session at the EDUCAUSE Southwest Regional Conference 2010
We've all experienced situations in which what was said during a conversation was not heard by everyone in the same way. Communication is a two-way channel, but listening is actually more impo…
An IT Relationship Management Roadmap: April 14, 2009 | A session at the EDUCAUSE Western Regional Conference 2009
The Relationship Management and Project Services Office at California State University, East Bay, is responsible for supporting the ITS-client partnership, serving as the client contact and advocat…
Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project: February 25, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009
Knowing that students look to the web for many services, Texas Woman's University IT help desk launched a knowledgebase self-service solution, Just Ask I.T. The success of Just Ask I.T. led to…
Balancing Old and New Services: February 26, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009
In the rapidly changing computer technology environment, IT departments must often make choices about services being offered. In this presentation, we will discuss how to balance letting go of old …
Making Progress: Measurement, Collaboration, and Communication: February 25, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009
Technology is vital to support the campus mission and community. With a renewed culture of assessment and continuous improvement and with new executive IT leadership, Baylor has been working in the…
Connecting with Students: New Tactics to Improve Communication: February 21, 2008 | A session at the EDUCAUSE Southwest Regional Conference 2008
Over the past two years, the IT Marketing and Communications group at Rice University has actively searched for new methods to reach undergraduates. We ask students how they want to hear from us. T…
The Smell of the Greasepaint, the Roar of the Customer: May 8, 2007 | A session at the EDUCAUSE Western Regional Conference 2007
This session will offer a (somewhat) lighthearted reconsideration of what to look for when hiring customer service personnel and how to develop existing personnel both as effective communicators an…
User-Centered Design in IT: The Low-Hanging Fruit: May 7, 2007 | A session at the EDUCAUSE Western Regional Conference 2007
This presentation will introduce several basic usability and user-centered design concepts and techniques. We will explain how they are being introduced at UC Berkeley to create Web sites and IT se…
Rise Above the Difficult Customer: Serving While Earning Respect: April 25, 2006 | A session at the EDUCAUSE Western Regional Conference 2006
Whether face-to-face, over the telephone, or in email exchanges, our conversations with our difficult customers, be they faculty, students, staff, or parents, can sometimes be frustrating and f…

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