🚀 go-pugleaf

----------------------------Original message----------------------------
>Hello all,
>
>  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

Hi,

We have a list of "skills we expect our student assistants to possess".  We
usually try to go over this list every time we have a major change in our
labs.  We published this list in our last newsletter to the campus and are
planning to post it in the labs.  This way, the faculty and students have an
idea of what kind of support is available from the student assistants. We
also have a student assistant guide with lab procedures, phone numbers,
software/hardware lists, etc (currently 22 pages).  They each get a copy and
there is a copy on each of the student assistant desks in the labs.  We
have an all day session at the beginning of each semester that is mandatory
for all SAs and we go over everything in the SA guide. We encourage the SAs
to come to us with questions or problems regarding the lab. There is always
someone complaining that the student assistants don't know anything (that's
carrying it a bit far) or that a user received some type of help last time
and why don't you know this also. We don't want to discourage our SAs to
assist when they have the extra knowledge, but on the other hand, we don't
want the other SAs to get yelled at because they don't have that same
knowledge. I would be interested in what others do.  Just let me know if
you want more detailed info.

Nathlyn