The Art Magic and Science Voodoo of Managing Technical Customer Support

Tim G. Smith; Chief Information Officer, CCSD

Clayton White; Desktop Support Manager, CCSD

Then

Customer Satisfaction 2013 2014 2015 2016

Timely Resolution of Problems 31% 85% 93% 95%

Staff Friendly and Professional 62% 92% 96% 97%

Effective Communication 39% 86% 92% 93%

Problems Resolved Effectively 56% 92% 97% 97%

Adequate Follow-Up 33% 81% 90% 91%

Feel Valued as a Customer 34% 83% 92% 93%

Support for Instructional Technologies 23% 59% 78% 83%

Quality Professional Development 32% 56% 63% 65%

Timely Installation of New Devices 27% 70% 84% 86%

Reliability of Technology 34% 77% 88% 90%

Overall Satisfaction 34% 91% 97% 96%

Comments from Customers

When it comes to technology it seems as if the tail is wagging the dog.

Currently the emphasis seems to be finding the easiest way to do things for the tech department personnel instead of the best way for the schools.

Our technology department is not focused on the user at all.

Comments from CustomersI feel like anything but a customer. When the technicians come out or you have to make contact about a problem, I feel like a bother or an idiot.

I just think that there is so much more that we could be doing to harness the power of technology to benefit student learning. It shouldn't always be teachers begging to get someone to come in and help, rather, there should be a proactive effort to ask, "How can we help you and your school?"

Culture

Retreat

The Nordstrom WayThe Nordstrom Way is to focus solely and exclusively on doing whatever it takes to create a satisfied customer.

The underlying philosophy and culture of the Nordstrom Way is disarmingly simple: Use your own initiative to provide customers with exceptional levels of service. You’ll never be criticized for doing too much for a customer, only for doing too little. If you’re ever in doubt, err on the side of doing too much rather than too little.

Principles of Customer Service

CommunicationTimelinessFollow ThroughProactive MindsetFriendly, ProfessionalKnowledgeable/Capable

ResultsService Level AgreementSame day serviceSame Week Installs

ActionsPut in place a new ticketing systemImplemented a new help desk Moved people on the busPublicized our SLADeveloped new processes

BeliefsTeacher are our most important customersIt’s ok to measure performanceCommunication is our allyTrust is essential and can be earned.

ExperiencesFocused storytellingFocused feedbackFocused reinforcement

. . . and Now

Customer Satisfaction 2013 2014 2015 2016

Timely Resolution of Problems 31% 85% 93% 95%

Staff Friendly and Professional 62% 92% 96% 97%

Effective Communication 39% 86% 92% 93%

Problems Resolved Effectively 56% 92% 97% 97%

Adequate Follow-Up 33% 81% 90% 91%

Feel Valued as a Customer 34% 83% 92% 93%

Support for Instructional Technologies 23% 59% 78% 83%

Quality Professional Development 32% 56% 63% 65%

Timely Installation of New Devices 27% 70% 84% 86%

Reliability of Technology 34% 77% 88% 90%

Overall Satisfaction 34% 91% 97% 96%

Customer Satisfaction 2013 2014 2015 2016

Timely Resolution of Problems 31% 85% 93% 95%

Staff Friendly and Professional 62% 92% 96% 97%

Effective Communication 39% 86% 92% 93%

Problems Resolved Effectively 56% 92% 97% 97%

Adequate Follow-Up 33% 81% 90% 91%

Feel Valued as a Customer 34% 83% 92% 93%

Support for Instructional Technologies 23% 59% 78% 83%

Quality Professional Development 32% 56% 63% 65%

Timely Installation of New Devices 27% 70% 84% 86%

Reliability of Technology 34% 77% 88% 90%

Overall Satisfaction 34% 91% 97% 96%

Customer Satisfaction 2013 2014 2015 2016

Timely Resolution of Problems 31% 85% 93% 95%

Staff Friendly and Professional 62% 92% 96% 97%

Effective Communication 39% 86% 92% 93%

Problems Resolved Effectively 56% 92% 97% 97%

Adequate Follow-Up 33% 81% 90% 91%

Feel Valued as a Customer 34% 83% 92% 93%

Support for Instructional Technologies 23% 59% 78% 83%

Quality Professional Development 32% 56% 63% 65%

Timely Installation of New Devices 27% 70% 84% 86%

Reliability of Technology 34% 77% 88% 90%

Overall Satisfaction 34% 91% 97% 96%

Customer ResponsesNew attitude of trust and service. What I most appreciate about the technology services from the district is the communication  They are willing to admit when they don't know and get back to you as soon as they find out

Customer ResponsesThe quickness of being able to call the help desk and get usually immediate help is amazing! That has been the biggest and best change this year.

Customer ResponsesFor the first time in my teaching experience, I feel like we are all on the same page. I often tried to and found one tech person here or there that would listen and work with me and treat me like a reasonable and intelligent adult. Now, that is the norm, the standard. THANK YOU. I am so happy to be working with, partnering with you.

Customer ResponsesThe difference in the technology services from a few years ago to now is incredible. It is amazing what a difference a year can make. It has been so impressive to watch the transformation happen. This past year has provided the best improvement in all areas of technology that I have experienced in the past 7 years of working here! Thanks for the great "Help Desk" staff!!

Key ElementsPrinciples

Processes

People

Principles Speed of Trust - Stephen M. R. Covey

● Talk Straight● Demonstrate Respect● Create Transparency● Right Wrongs● Show Loyalty● Deliver Results● Get Better

● Confront Reality● Clarify Expectations ● Practice Accountability ● Listen First● Keep Commitments● Extend Trust

Common Language

6 Pillars -> Speed of Trust Communication

Timeliness

Follow Through

Proactive Mindset

Friendly / Professional

Knowledgeable/Capable

● Talk Straight● Demonstrate Respect● Create Transparency● Right Wrongs● Show Loyalty● Deliver Results● Get Better● Confront Reality● Clarify Expectations● Practice Accountability ● Listen First● Keep Commitments● Extend Trust

BreakdownKnowledgeable/Capable● Deliver Results

Follow Through● Right Wrongs● Keep Commitments

Friendly/Professional● Demonstrate Respect● Create Transparency● Show Loyalty● Deliver Results

Timeliness● Practice Accountability

Proactive Mindset● Confront Reality● Get Better

Communication● Listen First● Talk Straight● Extend Trust

ProcessesKnowledgeable/Capable● Solutions Tab - Techs -

Manager (on the ground)- Backend

Follow Through● Ticketing System

Friendly/Professional● Help Desk

Timeliness● Ticketing System● Dock to Desk

Proactive Mindset● Solutions Tab● Front-end Meetings

Communication● Ticketing System● Solution Tab● Front-end Meetings● Helpdesk

People● Hire personality/work ethic, not brains

◦ Jay◦ Chris

● Interns◦ Looking for sponges◦ Easy to wash out if needed◦ Less money◦ Training / Continually sharpening the saw

“If you can't explain it simply, you don't understand it well enough.”

-Albert Einstein

Key ElementsPrinciples

Processes

People

Summary1. What culture do you want to create?2. How will you hold yourself accountable?3. What are principles will you live by?4. How do you get the right people in the right

seats on the bus?5. What processes do you need to start, stop

and continue? 6. Feedback loop (Survey, ticketing system)

Unintended ConsequencesNew Job Opportunities (Security Engineer, IT Operations Manager, Systems Administrator, Network Engineer)

Increased Funding ($480k to over $1.2m)

Curriculum, Instruction and Technology Department

Better is Possible“Better is possible. It does not take genius. It takes diligence. It takes clarity. It takes ingenuity. And above all, it takes a willingness to try.” “We always hope for the easy fix: the one simple change that will erase a problem in a stroke. But few things in life work this way. Instead, success requires making a hundred small steps go right - one after the other . . . , everyone pitching in.”(Better: A Surgeon's Notes on Performance Atul Gawande)