Improving Customer Service for Distance Learning

K.D. Borcoman

Instructional Designer

Background

School of Nursing The year 2000 100% online courses 1000 distance

learners/semester 24/7 access to

courses

Problem

Users new to computers First time in an Internet

course Faculty need assistance Students need

assistance Online work done in

evenings and weekends

Blackboard Courseware Platform

Ideal Solutions

24/7 help desk Blackboard

Courseware premium technical support

Timely training Live Orientation

Practical Solutions

Downloadable Tutorials

Student Assistants

Flexible Hours

Improved Frequently Asked Questions

Automatic Call Distribution

Types of Technical Issues

Logging on Using MS Office Uploading Files File-Naming Conventions E-mail configurations Questions relevant to other

technologies supported on campus

Discussion Group

SOH Website

Streaming Media Introduction to Nursing

Tutorials

School of Health Bb Entry Page

Tutorial Page

Frequently Asked Questions

Main Blackboard Entry for CSUDH

Phones --Automatic Call Distribution

E-mail Technical Help

Monday-Sunday 8am- 7pm- 15 minute turnaround

After 7 pm- 1 hour turnaround

Sat-Sun- several hour turnaround

Future Directions

Live Chat Web cam in Academic

Technology Unit

Perceived Customer Satisfaction

Webpage designed to obtain feedback

Initial complaints about turnaround time

Now on first name basis with many of our users

The End

K.D. Borcoman, Instructional Design Specialist

CSUDH (310) 243-2105 dborcoman@csudh.

edu www.csudh.edu/soh