AAB Service UpdatesAugust 5, 2015

Service Topics and Updates

Service Delivery During Start of Term and Peak

Demand

Students perceive service interactions along three dimensions:

● Speed: How quickly the student issue is resolved or question answered.

● Knowledge: The delivery of accurate information upon a clear understanding of the issue or question.

● Attitude: A person’s behavior and temper when responding to a student.

It took two days for your staff to answer my email, and when they did they gave me none of the information I asked for. I asked to set up and appointment over email and I would have been fine scheduling in person, but they responded saying that my only option was to call.

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It was nice to see that things were done within a 24 hour period, not even that. I had contacted them and the items that were needing to fixed were fixed within a 2 hour time frame. It was kind of nice.

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Jimmy was very professional and patient. He went out of his way to show me how to register online and patiently waited as I went through the process. He was willing to listen to the problem and offered solutions while patiently assisting me throughout the process. This has not been my experience every time when speaking with support staff at ASU. I really appreciated his assistance today. :)

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Speed

If you can’t resolve it right away, at least respond and acknowledge it ASAP

2 business days during regular times is expected, but at critical times, student expectations are higher

Knowledge

Ownership of the issueo “I don’t know” and redirection are top reasons for

poor ratings

o Practice “warm” transfers to ensure correct person and department

o Take care of everything within your power while you have the student in the moment.

Knowledge

Accurate and thorough answers that they can understand

o Break habit of directing to website

o Proactively answer the next logical question that the student may have

o Provide the correct names and labels when providing detailed instructions

Attitude

● Professional and Warm● Patient● Respectful● Empathetic

Speed, Knowledge, AND Attitude

● Can’t have speed at the expense of knowledge and attitude

● Often you can have knowledge and positive attitude at the expense of speed

Match hours to student demand

● Consider when your office is available. o Lunch hours tend to be the busiest times when

students are looking for help.o Only open 9 - 4 does not work for many students

who are on campus and isn’t consistent with other service departments.

● What should students do when you are closed?

Out of Office Messages should:

● NOT be used to tell people that you’re busy● Be specific about when you will return and

who they should contact in your absence● Be just as professional as you would in a

regular response● Include a signature line

Emails and Phone Calls

● Not all students can come in-person and should not be expected to

● Answer them; completely, fully, and professionally

● Do not just email with a link as your answer● Allow students to leave voicemails and

respond

Wayfinding

● Have campus maps available in office● Carry a campus map with you around campus● Provide them with location AND phone number● Make sure they are heading to the location for the

right reasons● If you can call ahead to confirm or find the answer,

do so

It was difficult to get help to figure out my problem. I went through many calls, redirects, transfers and call backs before someone knew the problem and worked with me to fix it. This started at 7am and it wasn't fixed until close to 4pm. It was frustrating that it was the first day of classes opening and it took this long to get me access to a course in which I had enrolled for months ago. However, I am very grateful for the help of the last gentleman I spoke with who was able to help with the problem.

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Warm Referrals vs. Cold Redirects

● Find a person, by name, that you can refer them to● Talk to another department to confirm ability to resolve

before sending a student● Own the issue, until it’s clear who can resolve the issue● Put notes in Peoplesoft and Salesforce to help your

colleagues● Give them your business card before sending them on

their way

Student and Front Line Employees

● How much of a gatekeeper should they be?● Smiles and greetings● Step out from behind the desk to triage lines● How to put on hold and transfer calls● Discuss warm transfers● Show, don’t just tell

Student and Front Line Employees

● Set expectations and recognize● Supporting front lines from other staff nearby

Dislike waiting on the phone or in a line and want to get an answer quickly?

Self- serve using the KB

Save time or don’t know where to go to for help?

Submit a case

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