What's Happening?
In the realm of higher education, IT departments are being reminded of the importance of maintaining a human touch in customer service amidst the rise of technology-driven solutions. Jim Jorstad, former director of IT for client services at the University of Wisconsin - La Crosse, highlights the need for IT staff to engage with clients personally to better understand and resolve their issues. This approach not only aids in solving technical problems but also enhances the overall customer service experience. Jorstad recounts a personal experience with poor customer service at a Dairy Queen, which led to improvements in training and service quality, illustrating the impact of attentive customer service.
Why It's Important?
The focus on human interaction in IT customer service is crucial as it fosters loyalty and satisfaction among users. In an era where automation and AI are prevalent, the personal touch can differentiate an institution's service quality, leading to better client retention and fewer complaints. This approach is particularly relevant in higher education, where personalized support can significantly enhance the educational experience for students and faculty. By prioritizing customer service, IT departments can build stronger relationships with their users, ultimately supporting the institution's success.
Beyond the Headlines
The emphasis on human interaction in IT services raises broader questions about the balance between technology and personal engagement. As AI and automation continue to evolve, institutions must consider how to integrate these tools without losing the personal touch that is essential for effective customer service. This balance is critical in maintaining user satisfaction and ensuring that technology serves to enhance rather than replace human interaction.
