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cc:03-mar-2010 [2014/09/23 20:22] (current)
tmburdge created
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 +== Attending ==
 +Dan, Loren, Klark, Gordon, Eric, and Mark
 +
 +===Excused===
 +
 +==General==
 +* [http://​mantis.cs.byu.edu ostickets] for unified ticketing system report (Dan, Klark, Loren)?
 +* Who to host the ticket system?
 +* Wiki content export report (frequency etc. to report to faculty)?
 +* MediaWiki upgrade path.
 +* CS Website redesign and merging HTML servers and content to a single server
 +* Computer in CS conference room (Klark)
 +* Automated Lockout in Open Labs (After-hours and/or Devotional/​Forum)
 +*:''​We will log off console on devotionals,​ Sunday, and midnight each day.''​
 +
 +==Open Lab==
 +
 +* Virtualization in the Open Labs
 +* Windows 7 Image
 +* Spring Image Needs?
 +
 +==Customer Service and Support==
 +
 +I still have no idea how to "make this happen",​ but I have a great article about this that I think should be the basis for our philosophy. ​ Check it out:
 +
 +Seven Steps to Remarkable Customer Service [http://​www.joelonsoftware.com/​articles/​customerservice.html]
 +
 +
 +The article gives 8 bullets for *remarkable"​ customer service:
 +
 +1. Fix everything twice (quick patch, and figure out how to make it not happen again)
 +
 +:''​I think this is a systemic thing that we have discussed at various times before (most recently, last week, I believe). ​ This should be something we do automatically,​ all the time, and, over time, all the simple, common problems will go away forever.''​
 +
 +2. Suggest blowing out the dust (word your suggestions to customers diplomatically,​ even if they are doing something dumb)
 +
 +:''​This is an attitude that we can train our support people with -- be careful to word things in a way that never lets the customer feel insulted (even if they are being dumb).''​
 +
 +3. Make customers into fans (do something so cool, they have to tell others about how awesome you are)
 +
 +:''​This is both a systemic goal to shoot for and an individual attitude to inculcate into our support people.''​
 +
 +4. Take the blame (take the blame)
 +
 +:''​This is an individual attitude thing again, and, not a natural one.''​
 +
 +5. Memorize awkward phrases (so that you can respond diplomatically automatically instead of getting bent out of shape like the customer is)
 +
 +:''​This is an individual attitude thing again, and, not a natural one.''​
 +
 +6. Practice puppetry (don't take things personally)
 +
 +:''​This is an individual attitude thing again, and, not a natural one.''​
 +
 +7. Greed will get you nowhere (generally true, but possibly less applicable here as we are not charging customers, still a good point)
 +
 +:''​I think how this might apply in our situation is simple in the sense that we need to let the customer change their mind until they are happy.''​
 +
 +8.(bonus) Give support people a career path (so that you get good ones -- you get what you pay for)
 +
 +:''​We kind of do this already, in the sense that our CSRs are training to be computer scientists. ​ We could facilitate this even more, I think, if we made the CSR position one that everyone wanted to be in (financial incentives, recognition,​ etc.)''​
 +
 +This doesn'​t say anything about communicating well with the customer, but that obviously falls into a couple of categories, in particular, I think 1, 2, 3, 6, 7.
 +
 +Also, I think we are actually pretty good in some of these areas already. ​ In particular, I think we are pretty non-confrontational and diplomatic, etc.  The biggest areas we could improve in are probably points 1 (fix two ways) and 3 (make customers fans).
 +
 +==Department Services==
 +
 +# gmail for the department, Klark says
 +#:"​I'​ve created the compsci.byu.edu domain with gmail and I've set up the addresses as well. However, the name has still not propagated and Google states that it will be another couple of days before it will happen. When everything is working, I'll let you know."
 +# We need to set up a monitoring system to determine why the back of the phone is often faster than the department internet
 +##Nagio server
 +#Create a department mail server for cs.byu.edu with no dependencies
 +#:We are working to configure it
 +#After the problems at the beginning of the semester, Parris approved purchasing a mirror system that we could install new things on.  How is this coming?
 +#: Klark is working with a salesman
 +#It seems like having BYU do the wireless is not happening. ​ I think we should look into improving cs-wireless so it has better coverage
 +#: Some wireless access points dont let you get on.  Maybe we can add a few and make service better until we get BYU.  Klark will talk to someone from IT to see what is going on.
 +#We need to document the services we provide and make sure they are continually tested.
 +#:Wikis
 +#:Svn
 +#:Web server for laboratories
 +
 +==Hardware Acquisition and Rotation==
 +
 +==Assessment,​ Priorities, and Future Needs==
  
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