Excellent Customer Service training

Today I attended some training on Excellent Customer Service provided by the University.

The reason I signed up was because some of the work I’ve taken over here for providing Moodle Gradebook support is not “so hot” right now. It feels like we’re failing on some really basic stuff, which is frustrating to both me and obviusly the staff. Also, by failing on the basics, it knocking effect of WOW things, like custom code of the gradebook.

To be fair, a lot of the stuff I have taken on is going pretty well and the tutors seem very happy with my Project Management and Custom coding. But, I still want to be doing better in the areas I’m presently weakest in, whether they are inherited problems or brand new.

The first things to learn was, “who is my customer?”, Because yes, my work affects the students too, I did wonder if they were my customer. However, nope. My work sits in a chain of support and my direct customer is the staff I deal with on a day to day basis.

Then we used a very useful model and excercise, the Kano Model. It splits and identifies different parts of your service from Basic, Satisfactory and WOW.

Kano_model_showing_transition_over_time

It turns out after doing the excercise, I identified loads of basics, but had trouble picking anything above that. Which is becuase, in a few ways the service isn’t even hitting the basics, so there’s no point offering WOWs. The analogy we were given was, “With a hotel, your basics are Bed, Clean room & Toilet. So if none of those basics are met, you wouldn’t be so overly happy with a WOW of champagne on arrival”.

So… to identify some of the basics within my control,

  1. Staff know when Moodle is going down for maintanence
  2. When marks are released, they stay released
  3. Course rollover will happen

So.. to identify some actions to help with those basics,

  1. Maintenance
  • Create a staff list / Sharepoint group for notifications
  • On receipt of Russell’s emails, share with the list

2. Marks released

  • Map the Moodle Show / Hide flow
  • Request a Show / Hide logger from Central
  • Dan Course to take on marks release for the rest of this term
  • Analyse the Service Now calls raised

3. Course rollover

  • Inform staff when this will happen

Author: Dan Course

Dan Course, E-Learning Development at Warwick University (WMG). Agile Scrum trained and full-stack development. Interested in E-learning, Democracy, Politics and Tech. All thoughts are mine and not of my employer.

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