E-mail: [email protected] Twitter: @[email protected] 1.
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Transcript of E-mail: [email protected] Twitter: @[email protected] 1.
PLEASE CHECK YOUR EGO AT THE DOOR FOR THE NEXT HOUR
• 50,000 Students vs. 1,000 Students• Centralized vs. Decentralized• Single Campus vs. Multi-Campus• 300 IT Staff Members vs. 5 IT Staff Members• CIO vs. Director vs. Manager vs. Technician• Service Desk vs. Help Desk vs. Learning Commons
WE ALL PROVIDE A SERVICE AND WE SHOULD LEARN FROM EACH OTHER!
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QUICK FACTS: OHIO DOMINICAN UNIVERSITY
• Location: Columbus, Ohio• Enrollment: 3,097 (77% Undergraduate, 23% Graduate)• Campus Locations: 3• Call Volume: 14,000 / per year• “Student” Technical Assistants: 12• Full-Time IT Staff: 19
• 1 Location Supporting: Faculty, Staff, Students
NOTE: YOU WILL NEED PEN AND PAPER SHORTLY
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Quiz #1 - Customer Ratings
What do your customers say
about YOU?4
Customer Ratings
C-2006
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Customer Ratings
January 2010Courtesy A 95.9%Knowledge A 96.5%Timeliness A 95.3%Quality A 97.3%Overall A 95.9%
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Customer Ratings
• “All of you do a WONDERFUL job! You are so appreciated! “
• “Although my request was last minute the tech was efficient and very helpful. He explained everything in detail, so that I could easily understand it.”
• “I feel extraordinarily fortunate to have such great tech support available.”
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Customer Ratings
How did you do it?
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Problem One
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Problem Two
Good Problem
But, it happens TWICE every year!
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Problem Three
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The Transformation
2006
20072008
2008
2009
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The Transformation
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Time To Re-Act
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Quiz #2 – The Transformation
Do you conduct exit interviews?
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The Transformation
• Employment Statement• Employee Handbook• 40+ Pages• 400+ Questions
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Tips For Building A Guide
• One Document • Sections – 1 hour• Scavenger Hunts• Make it self-sufficient• Open Ended Questions
• Keep the questions general
• Notes Section• Collaborate with your
new employees
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The Transformation – Training Tips
• Define expectations• Gradual learning• Be organized• Develop a schedule and stick to it• Checkpoints, Checkpoints, Checkpoints• “Tell me and I'll forget; show me and I may
remember; involve me and I'll understand.”
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The Transformation
Before• Rating: C-• Timeline: 16 Weeks• Cost: $1,920
After• Rating: A• Timeline: 3 Weeks• Cost: $240
• 13 x $1,920 = $24,960 • 13 x $240 = $3,120
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Quiz #3 - Transformation Results
A. Multiple the number of student employees by $1,920
B. Do you know how many donuts you can buy with $21,840?
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The Transformation
• Once per semester• Goal Setting• Job Searching• Resume Building• Mock Interviews
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Unexpected Results
• Zero Turnover Rate
• 100% of graduates placed in jobs within 60 days of graduation
• Customer Service: A
• Training program does all the recruiting!
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Copyright Juan Torres 2010. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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