🚀 go-pugleaf

----------------------------Original message----------------------------
Hi,

---------- message -----
  We are trying to put together a customer service guidelines for our
student employees who staff our computer labs.  Rather than reinvent the
wheel I was wondering if anyone has something along these lines that I
could use as a starting point.  Thanks a bunch.

                        Tim Leamy
                        Information Resources
                        University of California at Davis
                        tcleamy@ucdavis.edu
---------- response -----

This is only a portion of our efforts, but it will get you started......

I have two signs posted in the Lab.  One sign is USER RIGHTS - the type of
treatment that students have the right to expect in my facility.  The other
sign is USER RESPONSIBILITIES, which tries to delineate the behavior that is
expected from the users.

My colleagues are experimenting with similar signs in their facilities, but we
are the group named to be the HELP DESK for the campus.

-------------
This is a copy of our USER RIGHTS, with notes added for clarity:

1. You should be treated with dignity as an individual, with
compassion and respect.

- NOTE - "Attitude" will not be tolerated.

2. You should receive prompt and appropriate service.  Service
should be provided to a Data Center user at the user's work
location, when possible.  That is, the manager prefers that the
staff should go with you to the PC that you are using to help
you.

- NOTE - This is to insure staff are not doing their homework on a
            lab machine, and making all users come to them for verbal
            answers.  (Such as, "Go and try this.....")  It is essential
            that the users understand that we are their for THEM, and nothing
            emphasizes this better than keeping the staff moving about the
            lab, looking for folks who need a hand.

3. You should receive assistance, if needed, in dealing with any
physical disabilities.  The Data Center should be configured to
provide the least restrictive environment possible.

- NOTE - Folks used to do "creative" design of the facility, to be able to
            talk to their friends.  Unfortunately, this made certain areas
            impassable for students in wheelchairs.  Some printers were also
            placed where printout retrieval would be difficult.  This is another
            good reason to keep staff on their feet - because it is harder to
 see
            a user that cannot stand up........

4. You should NOT be bounced from office to office to find the
answer to a computer-related question.  If the Data Center staff
do not know the answer to your question, it is our responsibility
to make a note of your name and contact information.  We will
then research the topic, and get in touch with you when the
answer is known.

- NOTE -  One important guideline that is heavily emphasized in my
             training program - is the aspect of problem "ownership".
             It used to be common for student employees to answer,
             "I don't know....check [somewhere else]", which resulted in
             students being bounced all over campus.  (Our staff is also in
 place
             to help commuter students with computer problems from home, so we
             cannot go to the user's machine in every case!)  Our new attitude
 is,
             "I don't know, but I'll find out" - meaning WE do all of the
             research, and the  user gets the answer without a lot of searching.
             (Although we might end up doing a lot of searching for them!)


Please notify the Data Center Manager, ______________, if your
rights are not being enforced by the Data Center staff.  Use
phone number __________, or E-mail to _______.

- NOTE - Many users get frustrated because they see/know a problem, and do not
            know who to contact.  The cornerstone to success is for the users to
            understand your interest in advocating things which benefit them,
 and
            in your having an open-door policy.  This allows us to turn feedback
            into (corrective) training - and results in a stronger staff.

-------------------

This is a copy of the USER RESPONSIBILITIES:

- NOTE - This is the other side of the coin, of course.  In general, I am
            trying to point out that we don't have to take "attitude", either!
            These rules are attempts to deal with the most common problems that
            were/are encountered by the staff.  This list may differ from site
 to
            site, but I'm betting everyone has seen users who need to read #7!

1. To follow all of the Data Center's rules and posted signs.

2. To be considerate of all Data Center personnel and other
users.

3. To cooperate with the Data Center staff.  If you have
questions, or disagree with the staff of duty, it is your
responsibility to discuss this with the staff and/or Data Center
manager.

4. To be responsible for the safekeeping of coats, books, money,
and any other personal possessions that you choose to keep with
you while you are in the facility.

5. To begin work on your computer-related assignments/projects
early enough to allow you to complete your work on time, keeping
our posted schedule in mind.  It is the user's responsibility to
check the posted schedule.

6. To avoid interfering with help given to other users.

7. To be understanding and patient if you encounter delays.

8. Persons using the help desk are responsible to ensure that
they understand the directions given to them.  Users must follow
the given directions on their PC at home, and report any
additional problems back to the help desk.



Please contact the Data Center Manager, ----------, if you
have any questions concerning these responsibilities.  Use
phone number --------, or E-mail to ---------.

------------------------

================================================================================
Donald E. Rosenberger                              Internet: DON@GROVE.IUP.EDU
College Technology Systems Manager                    Phone:  (412) 357-5768
(and) Treasurer, Advocates for DisABLED Students
Indiana University of Pennsylvania
G-2 Stright Hall
Indiana, PA  15705

lynx http://www.iup.edu/~don/

"I can defeat you physically with or without a reason.
 But I can only defeat your mind with a reason."           -Jim Lau
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