CUSTOMER SERVICE

Make sure you identify the “MTSS” as well as yourself when you answer the phone Be sure to offer assistance: “How can I help you” or even just “Can I help you?” are good. Note their name immediately. Verify their extension or call-back number. Get their location (or the location of the issue they’re calling about) if needed, and verify it. Get any other details necessary to fill out info sheets by the phone. Let the caller know when you are putting them on hold or transferring their call. Use all available resources to resolve the call. If you don’t know how to help the customer, ask your supervisor for assistance. Be polite when on the phone with customers. Telephone Skills

Be sure to address the help desk call in a timely manner, seeing as many of these issues can interfere with class time. Bring all the necessary keys, tools, etc. to address the problem. You do not want to interrupt a class more than necessary. Be respectful to the faculty/staff that has called you in. They are most likely already stressed/frustrated about the interference with their class time. If the problem is easily fixed, fix it immediately. Be sure not to let the professor feel inferior for not fixing the problem themselves. If the problem is complex and cannot be fixed during the call, make sure the professor has an available alternative, so they can continue with class. Note the problem in the help desk, so full-time staff can address the problem at a later time. Help Desk Calls

Managing Customers Be calm and polite when talking with customers. Listen to customer while they are explaining the problem. Never assume you know what they need and interrupt. Know your limits and ask your supervisor if you need help. Managing Customers

Checking Out Equipment If students or faculty/staff members come to the window to check out equipment, they must be helped immediately. Be aware of the difference between what students and faculty/staff can check out in order to avoid miscommunications and future problems. Help the customers fill out the required paperwork for the equipment they are checking out. Every piece of equipment must have a checkout sheet assigned to it. Nothing leaves the shop without a checkout sheet completely filled out. Checking Out Equipment

Checking Out Equipment Make sure that the customers knows how to operate the equipment they are checking out. The customers need to know how long they can take out the equipment and when it is to be returned. Answer any questions they may have about the equipment. If you do not know the answer to a question, find someone within the office who does. “I don’t know” is not an acceptable answer. Checking Out Equipment

All equipment must be checked in before the customer leaves. Confirm with the customer if there where any problems with the equipment or if anything may have been damaged. Ensure that all customer media or content has been removed or transferred to their storage device. Please use the check out paperwork to confirm that all parts and pieces have been returned and are in good working order. If it is found that there is something missing or damaged, you must bring it to the attention of a full time staff member and the customer. The full time staff member will handle the situation moving forward. If full time staff member is not available, take all of the customer’s contact information and then leave the check-in/check-out sheet on a full time staff member’s desk. Checking In Equipment

Deliveries and pick ups are one of the main responsibilities of the student technicians. Students are expected to deliver equipment to the classrooms on time. Please allow for travel time. If a delivery is for 10:00, the equipment must be in the room and set up completely by 10:00. If the faculty/staff member is present when you deliver the equipment, be sure they do not have any questions regarding the use of the equipment. Deliveries

When picking up equipment, wait until the class/event is completely over before retrieving the equipment. Do not rush the faculty if they are still using the equipment past the return time. If the faculty/staff member is present when you pick up the equipment, make sure they were satisfied with the equipment they received. Any trash found on the equipment cart is to be removed and left in the classroom. Pick Ups

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