Monthly Archives: July 2022

Customer Service Tip: The difference between good and great

By: Shep Hyken, submitted by Carmen Gass

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon?

I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing.

I thought about that all weekend. My new friend was saying that good is doing what you are expected to do. If you’re a surgeon, you make people well. However, great is the addition of a better customer experience. In the case of the surgeon, it’s skill plus bedside manner.
Read more here.

Tech Tip: Laptop tips/tricks when transporting between work and home

By: Ryan Johnson

photo of laptop bags for tech tip

With many staff working hybrid, its important to keep your laptop safe, secure and running smoothly.

Here are a few recommendations to keep your laptop safe:

  • Invest in a good laptop case – Transporting laptops in a padded case specifically designed for laptops is best
  • Always turn you laptop off when transporting – Your laptop can get very hot which can cause issues with the hard drive, if you leave your laptop turned on, even for a short period of time. Always turn your computer off before leaving work or your home.
  • Store your Laptop Case Securely – When traveling home or to work or traveling on a plane, always make sure your laptop case position is stable. Avoid placing your case in the overhead compartment on a plane.
  • Don’t toss around any bag holding a laptop – Students especially tend to do this with laptops in backpacks, letting it slide from a shoulder to the floor, but this greatly increases the risk of both external and internal physical damage.
  • Turn off Wireless in the office – When using your laptop in the office, make sure the computer is docked and wireless if off to ensure you have the fastest connection.

Maps and Geospatial: New topical blog posts

By: Tara Anthony

The following posts were created recently to highlight relevant maps and geospatial topics. 

Introduction to the Esri Academy (by August Paterno) 
This post introduces the users to experiences with three tutorials from the Esri Academy related to “Creating and Sharing GIS Content Using ArcGIS Online,” “Build an interactive dashboard,” and “Identify retail gaps with void analysis” using ArcGIS Business Analyst.  

Tutorial on the ArcGIS Online Map Viewer: Exploring Symbology Options (by Mac Caughey) 
This introduction and tutorial to the new ArcGIS Online map viewer provides users with examples of how to work with layers and symbology options within the map viewer.  

How to plan an enticing first ArcGIS StoryMap (by Ben Brosius) 
This post shares about the process to prepare, plan, and reflect on content to use in creating your first StoryMap. 

Customer Service Tip: When your company becomes a verb

By: Shep Hyken (submitted by Carmen Gass)

In our customer service training workshops, we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class, which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Very few companies can get to Trademark levels of service. This happens when a company or brand is referred to in a way that positions them as one of the best at what they do. Most often, it is a comparison. For example, people might say, “They are the Cadillac of their industry.” Obviously, that is a powerful complement for both the company and for Cadillac.

Along those same lines, I was talking with a client who said, “We want to Chick-fil-A our customers.” Read more here.

Tech Tip: Create a self-chat in Microsoft Teams 

By: Ryan Johnson

Microsoft Teams now allows users to create chats with themselves to easily take notes, write quick messages, or even store files or images.

How to create a self-chat in Microsoft Teams

The self-chat creation process is straight forward and is not different than what you do to chat with someone else or to create group chats.

  1. In Microsoft Teams click in the chat app located in the personal app menu
  2. Click in the new chat icon
  3. In the To: field type your own email and select your user

self-chat screenshot

The chat is created immediately as shown in the following image and you can start saving information in this new container.

Customer Service Tip: Three pieces of customer service advice we need to update

By: Jeff Toister (submitted by Carmen Gass)

We’ve all had a mentor give us customer service advice.

Some advice has withstood the test of time. My first boss stressed the importance of greeting every customer. A warm, friendly greeting sets the tone for a positive interaction.

That advice still rings true today.

Other advice hasn’t aged so well. Like the old idea that companies should respond to customer emails within one business day. Today, the standard is one hour.

Concepts go out of style, customer preferences change, or we discover a better answer. Yet some leaders still cling to the same worn out, pithy platitudes.

Here are three pieces of advice that we need to update. Read more here.

Tech Tip: Have a new employee starting at the Libraries?

By: Ryan Johnson

Welcome to the team

Do you know what forms you need to fill out for new employees to get a workstation? Request an office space, phone, etc.?

The New Employee Supervisor Checklist located on the staff site is a great resource to make sure all necessary forms are filled to endure a smooth transition for any new employee at the University Libraries. Below are some of the highlights from the checklist: