"Be Our Guest": Crafting a Magical Client Experience
The Client Services team of Valparaiso University's IT department found inspiration in Disney's guest service models and has been building a culture of superior service throughout IT. Come along on a magic carpet ride to discover how this new world is transforming delivery of technological services to the campus. From Help Desk to training to assessment, we are increasing satisfaction levels among campus constituents as we meet their needs. We will show how we created a guest service compass that guides our decision-making and service delivery. Further, we will share areas where we learned we were creating our own obstacles in empowering staff to provide service to our guests and how we overcame resistance in the quest for continual improvement.