Seminar 10A - Providing High-Quality Customer Service: A Multidimensional Model
PLEASE NOTE: Separate registration and fee are required to attend this seminar.

Session Details

Speaker(s)

• John M. Morris, CTO & Director of Operations, Drexel University
• Michael Ellis Scheuermann, Assoc Vice President, Instructional Technology Support, Drexel University

Abstract

This session will illustrate a multidimensional customer service model that works and will feature an ASP model. Participants will be asked to share their successes and challenges in end-user training and support. What unique strategies have they initiated that led to improved customer service? Attendees can discuss customer service modifications they are considering and gain valuable feedback on them from colleagues. If they tried to make various changes or additions to what they currently offer, what might the results be? Attendees will gain additional insight on strategies they can use to enhance customer service effectiveness at their own institutions. Active participation will lead to a dynamic discussion in which real solutions to real challenges will surface. Ultimately, attendees will gain key takeaways focused on practical, meaningful, and multidimensional approaches to customer service that will make their processes more efficient and effective.