Tag Archives: customer service

Tiner’s Take on Customer Service Through Controls

“Our rooms talk to us,” says Scott Tiner, Assistant Director for Classroom Technologies at Bates College. In his recent InfoCOMM webinar titled Leveraging Existing Technologies to Create Exceptional Customer Service Tiner mapped out the importance of tapping the usage-tracking capabilities of the technologies we already have in place in order to maximize not just customer service, but also to contribute valuable data to institutional planning.

This is important stuff. Networked control systems can do much more than just dim the lights and raise the volume, all current systems provide hooks to a database in which every button-push and device-selection is recorded and time-stamped. Furthermore, graphic touch panels offer the added benefit of serving as real-time trouble-shooting tools that can minimize session interruptions and empower users to “fix the glitch” before it turns into everyone’s problem. Continue reading Tiner’s Take on Customer Service Through Controls

Hardware Store Homilies: The Three-Eighths Riddle

I love my father. He is a lifelong salesman of the highest order from whom I have learned many valuable life-lessons. For example, unlike many in his trade he would never be so foolish as to approach a customer and ask, “can I help you?” Unfit to be called salesmen, those guys, according to Pop, were nothing more than clerks.

Note that Pop used the term, clerk, as a derision — an epithet reserved for the lowest of the low masquerading as someone who almost cares.

Long before there were consultants, Pop believed that true-blue salesmanship had less to do with “closing” the deal and more to do with providing a consultation, that is, contributing to the greater good by getting to the bottom of what the customer (his client) really needed, not necessarily what they said they wanted. Continue reading Hardware Store Homilies: The Three-Eighths Riddle