1	Customer Support -- They Are, We Are Susan M. Johns Pittsburg State University Pittsburg, KS
2	Our Expectations of Support Know who we are Acknowledge and respond to logs, problems, and concerns Address needs in a timely and professional manner
3	Our Expectations of Support Troubleshoot correctly : get it right the first time Help us manage our systems proactively
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9	Customer Value Model Price Confidence “Can-do” Attitude Personalized and Individualized Treatment Error-free “Mechanics”
10	Customer Value Model Agent Continuity Information Support Proactive Safeguarding of the Customer’s Interests Recovery When Things Go Wrong
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12	Support Expectations of Us Know who they are Provide accurate information and testing on logged problems Provide timely feedback in a professional manner
13	Support Expectations of Us Convey when we are unhappy AND when we are pleased Clarify what we need to deliver information services to our patrons
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15	Error Message Guidelines Be specific and precise Be constructive: indicate what needs to be done Use a positive tone: don’t accuse Choose user-centered phrasing
16	Error Message Guidelines Consider multiple levels of messages Be consistent in grammar, terminology, abbreviations, visual format and placement
17	Expectations of Partnership Respect individual expertise, needs, time, and value to the organization as a whole Train and assist one another relentlessly
18	Expectations of Partnership Test and improve the product; provide a superior R&D resource Provide quality services and automation excellence in any way possible
19	Three helping one another will do as much as six working singly. --Spanish Proverb
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27	Strengths of the Customer Base Personal Dedication Resource Sharing Regional and Global Contact
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