Customer service can't always be approached the same with every customer. How do you build a rapport with someone who may get a different agent every time they call the service desk? What are your strategies when your customers get the same desktop analyst with each support call? We are going to discuss these questions and more. We will talk about what we have found to work at VCU and share some stories. We would also like to hear about your successes and struggles as well.
Scottie has been a dedicated member of the IT Support Center staff for the past 10 years. His passion is working in the higher education environment and hopes to continue doing so for many years to come.
