Aslhey Weese
ABSTRACT
Technology changes on a more frequent basis than ever before, but what is often overlooked is how customer service demands are changing along with it. In Iowa, we've seen that, as the customers needs change, so does the expectation of support. In the not so distant past, we worked with customers who wanted us to "do it for them," however, the newer generations coming to campus have much different expectations. We see two new, but very distinct types of customer technology levels, those who know just enough to be dangerous and those who just want step-by-step instructions so they can do it themselves. Offering a different variety of support is also evolving. Customer service troubleshooting used to only involve face-to-face contact or over the phone. Now, we can offer email, chat, crowd sourcing, and even self-service via a knowledgebase. Being able to keep up with the technology is one thing, but adjusting and renewing the customer service skills, is a whole new ballgame. One of the greatest HelpDesk challenges today is to be able to recognize the type of customer you are dealing with and adjust your Customer Service style very quickly in order to best assist that customer.
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Index Terms
- Customer service: then and now
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